How CTM's strategic account management delivered impactful travel program solutions

When a mining customer faced evolving challenges with its corporate travel program post-COVID, their dedicated CTM account manager stepped up to lead the charge. Their CTM account manager’s proactive approach to identifying gaps and driving impactful solutions made her an invaluable partner in their recovery and growth.

A key milestone was conducting a comprehensive audit of the customer’s online configurations. Their CTM account manager implemented critical updates, including revising preferred supplier lists, refining benchmarks for Best Fare of the Day (BFOD), and updating policies for ticket credits and policy breaks. These adjustments delivered more actionable data, enabling smarter travel decisions.

Recognising the importance of consistent communication, their CTM account manager reintroduced quarterly business reviews post-COVID, ensuring a regular platform for collaboration. She recognised their value for staying attuned to the customer’s needs and sharing insights. Alongside the reviews, the account manager established robust communication practices, such as timely updates on new products and tools, coupled with marketing collateral that the customer could share internally.

One of the standout areas of improvement was addressing out-of-policy bookings at non-preferred hotels. Their CTM account manager spearheaded an overhaul of the customer’s preferred hotel listings on the Lightning platform and created a tailored PDF guide to promote preferred properties among employees. By transitioning the customer to a dedicated servicing model, the account manager ensured the team consistently met Service Level Agreements (SLAs). She routinely shared performance data during quarterly business reviews to maintain transparency and accountability.

The CTM account manager’s efforts have positioned the customer for sustained success. Her hands-on approach and strategic initiatives have significantly enhanced the efficiency and effectiveness of their travel program.