Objective

The client is one of Australia’s largest ASX-listed companies, with a diverse portfolio spanning 11 operating divisions, including department stores, home improvement and office supplies, coal mining, chemicals, energy and fertilisers, and industrial and safety products.

With over 300 travel bookers supporting the travel needs of more than 5,000 travellers, managing such a complex travel program requires a tailored, efficient approach.

Upon being appointed as the client’s travel management company (TMC), CTM set out to deliver a seamless and impactful transition by:

• Navigating a tightly scheduled three-month transition period from the incumbent TMC to CTM, ensuring continuity without disruption.
• Designing and implementing a dedicated service model customised for the unique needs of each of the 11 divisions.
• Conducting comprehensive face-to-face training for all 300 travel bookers to build confidence and familiarity with CTM’s systems and processes.

Successfully navigating this transition required addressing the complexity and scale of the client’s operations, which included:

• Working within the contractual transition timeframe defined by the incumbent TMC, requiring precise coordination and planning.
• Managing diverse systems and travel policies across multiple business divisions, each with distinct operational needs.
• Delivering regionalised training programs across five states to ensure consistent adoption and support regardless of location.

By embracing these complexities as opportunities for tailored solutions and hands-on partnership, CTM was positioned to deliver a smooth, efficient, and client-focused transition.

Solutions

CTM appointed a dedicated project team with deep expertise in large-scale implementations to oversee the transition from start to finish. Their focused approach ensured a seamless and efficient onboarding experience by:

• Developing a clear implementation timeline with defined milestones across the three-month transition, helping to maintain momentum and celebrate progress along the way.
• Hosting detailed implementation meetings with each division to understand their specific business needs and operational objectives, while also establishing a tailored communication plan for all stakeholders.
• Delivering a four-week national training ‘roadshow’ that provided face-to-face training to all 300 travel bookers. This hands-on approach built confidence in CTM’s systems and processes, while also fostering engagement and team connection.

Outcome

CTM successfully implemented a suite of tailored travel policies across the client’s complex and varied business divisions, drawing on best-practice procedures and system capabilities to ensure consistency and compliance.

The full implementation was delivered within three months, with all 300 travel bookers fully trained and confidently using CTM systems and processes by the end of the transition period.

Each travel policy was carefully customised to align with the unique operational needs of individual business units, ensuring relevance and ease of adoption across the organisation.