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Travel services outsourcing – Insurance case study

Travel resources boost expertise when implementing new online booking tool

Industry:

Insurance industry

Scope:

Global

Results at a glance:

Delivered outsourced travel & technology support by implementing three people internally in the company: a travel manager, an implementation project manager, and an online manager
Smooth launch of the new OBT
Internal buy-in through internal communications campaign to encourage compliance
Opportunity for increased savings and efficiency in the travel program

“The client retained full ownership of the project, while gaining access to the knowledge and expertise they needed.”

Challenge

A company in the insurance industry, based in Munich, Germany, lacked expertise and resources in its travel management team to deliver an urgent implementation project. The client needed to launch the online booking tool, Concur Travel, starting with Concur Expense. The implementation was complex, with a multi-agent set up across multiple countries, as well as a tight timeframe for delivery.

To achieve this goal, the company recognised there was a gap in the expertise required to carry out specific and technical tasks. Not only did it see a knowledge gap, the organization also calculated that it did not have the resources on-hand for the implementation to occur in a timely manner.

Solution

CWT Solutions Group worked closely with the client and listened to their specific needs before proposing a solution. This process included a client diagnostic where CWT Solutions Group reviewed the current governance model, identified new business requirements, and designed a plan to meet these needs.

CWT Solutions Group also conducted gap analysis to assess the number of full-time employees (FTE) and skill sets needed to deliver the desired outcome, as well as identify gaps in the current governance model.

CWT Solutions Group proposed outsourced travel and technology support for the client’s multi-agency online booking tool setup, configured and tailored to the client’s specific needs. CWT Solutions Group also proposed a governance model to deliver this support by implementing three people internally in the company: a travel manager, an implementation project manager, and an online manager.

With its strong internal and external network, CWT Solutions Group were able to not only source the right people, but also apply its deep knowledge of travel industry processes to work through any concerns and gaps in understanding.

Results

The outsourced resources successfully delivered a completely seamless, “no noise” go live, with a high adoption rate recorded. As the client had hoped, they didn’t experience any unexpected hiccups or issues during the launch, boosting the confidence of the client and resulting in high satisfaction scores recorded by both the client’s traveling employees and travel arrangers.

The client was able to retain full ownership of the project, while gaining access to the knowledge and expertise they needed. Thanks to a smooth “go live” and effective training, CWT Solutions Group ensured the implementation would improve the client’s traveler experience – plus get buy-in for an internal communications campaign to increase compliance. All of these factors resulted in the smooth implementation of the online booking tool, enabling the client to unlock the full potential of benefits to the travel program, including savings, increased efficiency, and improved traveler experience.

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