Strategic solutions reduce last-minute bookings by 30%

When the customer, a global leader in commercial real estate services and investments, sought to optimise their travel program, their dedicated CTM account manager became an indispensable partner. Through a focus on problem-solving, proactive collaboration and strategic insights, she delivered meaningful results across multiple areas.

A key challenge the customer faced was the high volume of last-minute bookings, with 70% of domestic bookings made within three days of departure, driving up costs due to limited fare and hotel availability. Their CTM account manager introduced a mandatory booking reference requiring bookers to provide reasons for bookings made within 7 days of departure. This initiative uncovered patterns of booking behaviour that needed immediate attention, which the customer addressed internally. The result? A 30% reduction in last-minute bookings, significantly improving cost management.

The CTM account manager also supported the customer’s Riyadh (Saudi Arabia) project, a two-year contract requiring long-term stays for travellers commuting between Australia and Riyadh for two or more weeks at a time. She worked closely with the customer to understand unique requirements, including proximity to the job site, on-site facilities and security standards. While the customer elected to manage direct negotiations, their account manager facilitated introductions to International Hotels & Resorts Group (IHG), providing critical support during escalations to ensure smooth operations for their travellers.

When the customer implemented a multi-level approval matrix for domestic and international travel, their CTM account manager collaborated with CTM’s customer services to ensure this high-touch setup operated efficiently. Despite the absence of an HR feed (something that CTM is seeking to integrate), the team maintained seamless updates, ensuring the customer’s policies were upheld without delays.

A collaborative development workshop on cost containment and technology alignment marked a significant milestone. Led by CTM’s AU/NZ chief product officer and supported by the CTM account manager, the session brought the customer’s key stakeholders together to explore smoother workflows, technology integration, and cost-saving strategies.

The workshop also showcased CTM’s tech roadmap, leading to valuable insights and actionable takeaways. With the success of this session, a follow-up workshop focused exclusively on cost containment was scheduled to drive further efficiencies through improved booking behaviours and preferred supplier utilisation.