I
f the idea of changing your travel management company
(TMC) fills you with dread, take some advice from
Socrates, who said, “The secret of change is to focus all of
your energy not on fighting the old, but on building the new.”
Yes, there will be a period of upheaval, but that period will
be finite. And once it’s finished, you’ll find the transition has
more long-term benefits than short-term stumbling blocks.
Think of change as an opportunity — the opportunity to
build the travel program you really want. Take a look at the
Top Signs It’s Time to Move On below. See any that apply to
your situation? If so, use them as a guide as you begin your
search for a new TMC. Frustrated by poor customer service?
Look for a TMC that provides dedicated account managers.
Tired of antiquated technology? Add online booking and
mobile apps to your must-have list. Remember, not all TMCs
are the same — there is a great fit for you out there.
What to Look for in a New Partner
Finding the right partner is the key to a successful travel
program. The best programs are a true partnership
between the TMC and the client, and that relationship
requires a certain amount of synergy. In addition to the
considerations below, think about the culture of your
company and how they’ll mesh with your TMC. Will you be
their largest client that they struggle to keep up with, or one
of the smaller ones that falls through the cracks? You want
a just-right fit — a TMC large enough to accommodate
your needs, but also one that values personalized customer
service. The right TMC will genuinely care about your
business, goals and objectives, not to mention always go
out of their way for your travelers.
Factors to Consider When
Evaluating a New Partner
Top Signs It’s Time to Move On
F You don’t hear from your account manager.
A healthy relationship requires good
communication; your manager should proactively
check in with you on a regular basis.
F Your travelers are grumbling about customer
service. One of the primary benefits of working with a
TMC is knowing your travelers are always taken care of.
F You’re not receiving regular data reports and
your travel policy hasn’t been reviewed in years.
If this is the case, your business is not their priority.
F You’re not saving as much money as you hoped.
Maybe you’re not getting the best possible
rates or excessive fees are eating into revenue.
A good TMC exists to save clients’ money.
F You’re not getting the guidance you need to
continually improve your travel program.
Your account manager should be providing
you with real insights into how to manage
your travel spending more effectively.
F Do they have the support and technology
your travelers want, such as 24/7 live
assistance, online booking and mobile apps,
automated expense reporting, preferred
seat and disruption alerts, proactive
itinerary changes and traveler tracking?
F Do they offer the services you require,
such as a dedicated account manager
and implementation manager? What about
automated low-fare monitoring, unused ticket
management and a web-reporting platform with
smart data such as travel expenditure tracking,
savings targets and real ROI on travel spend?
F What types of data and reports do they
provide and how often? Do they offer
spend analysis, proactively suggest targets for
improvement and offer employee training?
F Do they have the knowledge, experience
and skill set you require and will they advise
you on issues such as developing a viable travel
policy, improving compliance and Duty of Care?
Elevating the Art of Business Travel
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