Carluccio’s

“We wanted to take the opportunity to ensure that we implemented a travel policy that every employee could understand, whilst still reducing our costs and experiencing support from a team of experts.”

Charlotte Griffin
EXECUTIVE PA

Download Case Study
CLIENT
Carluccio’s

SECTOR
Hospitality

SINCE
2016

WHY CLICK?
Easy-to-use self booking tool, implement efficient processes, proactive account management

PAIN POINTS
Looking to reduce spend, growing business, all previous bookings made offline


FEATURES

99% online adoption within in 3 months

95% policy compliance within 3 months

Serving authentic Italian food globally

The first Carluccio’s was opened in Market Place, London, with its aim to provide great quality, authentic Italian food at an affordable price whilst also delivering stellar customer service. Today Carluccio’s operates from over 100 UK locations, as well as having restaurants in Ireland, the US, Turkey and the Middle East.

99%

ONLINE ADOPTION WITHIN 3 MONTHS

95%

POLICY COMPLIANCE WITHIN 3 MONTHS

What was needed:

  • Easy-to-use booking tool
  • Proactive account management
  • Efficient processes

Carluccio’s began with the opening of its first restaurant and foodshop in Market Place, London, back in 1999 and since then has charmed the taste buds of diners across the UK and beyond to become a household name.

However, after experiencing such monumental growth, Carluccio’s began to feel the strain that being a growing business took on their internal processes and expenditure.

Looking to reduce their travel spend, as well as lay down more efficient processes, Carluccio’s began to look into using the services of a travel management company (TMC). Previously, Carluccio’s managed their travel internally, adopting a DIY approach to booking; all bookings were made offline and were made through a single booker, who sent travel requirements out by email.

Charlotte Griffin, Executive PA at Carluccio’s, tells us, “When looking for a new TMC we were really searching for a process with more structure and clarity. We wanted to take the opportunity to ensure that we implemented a travel policy that every employee could understand, whilst still reducing our costs and experiencing support from a team of experts.”

Carluccio’s felt that Click Travel best suited their requirements and would be able to support the organisation throughout its plans for the future.

A NEW APPROACH

Despite showing initial reluctance at the prospect of enabling self booking within the organisation, as this could limit the role of PAs, Carluccio’s chose to implement a more tailored mix of self and central booking. Click was able to offer this by configuring our online booking tool with relevant controls dependent on user role; for example, some self bookers might need approval before confirmation.

SEEING RESULTS

Carluccio’s have seen great success in just a short time working with Click, with both online adoption and travel policy compliance rates soaring to well above average. Charlotte commented “The relationship with our account manager, Louise, is excellent! Louise is always here when we need her and is always easy to get hold of. It’s been great having the quarterly reviews to see how and where we are spending, giving suggestions of how to make further savings.”

Charlotte adds, “Carluccio’s began working with Click for financial reasons, however not only are we now noticing the financial impact of savings, but also the fact that the online booking tool is so easy and quick to use – it’s great being in control of what we are spending. We have also used the MICE team and they have been incredibly useful. Click’s offline reservations team are also brilliant – always friendly, helpful and patient whenever we need to speak to them, which is actually quite infrequently because the online booking tool is outstanding!”

Download Case Study
CLIENT
Carluccio’s

SECTOR
Hospitality

SINCE
2016

WHY CLICK?
Easy-to-use self booking tool, implement efficient processes, proactive account management

PAIN POINTS
Looking to reduce spend, growing business, all previous bookings made offline


FEATURES

99% online adoption within in 3 months

95% policy compliance within 3 months

Serving authentic Italian food globally

The first Carluccio’s was opened in Market Place, London, with its aim to provide great quality, authentic Italian food at an affordable price whilst also delivering stellar customer service. Today Carluccio’s operates from over 100 UK locations, as well as having restaurants in Ireland, the US, Turkey and the Middle East.

99%

ONLINE ADOPTION WITHIN 3 MONTHS

95%

POLICY COMPLIANCE WITHIN 3 MONTHS

What was needed:

  • Easy-to-use booking tool
  • Proactive account management
  • Efficient processes

Carluccio’s began with the opening of its first restaurant and foodshop in Market Place, London, back in 1999 and since then has charmed the taste buds of diners across the UK and beyond to become a household name.

However, after experiencing such monumental growth, Carluccio’s began to feel the strain that being a growing business took on their internal processes and expenditure.

Looking to reduce their travel spend, as well as lay down more efficient processes, Carluccio’s began to look into using the services of a travel management company (TMC). Previously, Carluccio’s managed their travel internally, adopting a DIY approach to booking; all bookings were made offline and were made through a single booker, who sent travel requirements out by email.

Charlotte Griffin, Executive PA at Carluccio’s, tells us, “When looking for a new TMC we were really searching for a process with more structure and clarity. We wanted to take the opportunity to ensure that we implemented a travel policy that every employee could understand, whilst still reducing our costs and experiencing support from a team of experts.”

Carluccio’s felt that Click Travel best suited their requirements and would be able to support the organisation throughout its plans for the future.

A NEW APPROACH

Despite showing initial reluctance at the prospect of enabling self booking within the organisation, as this could limit the role of PAs, Carluccio’s chose to implement a more tailored mix of self and central booking. Click was able to offer this by configuring our online booking tool with relevant controls dependent on user role; for example, some self bookers might need approval before confirmation.

SEEING RESULTS

Carluccio’s have seen great success in just a short time working with Click, with both online adoption and travel policy compliance rates soaring to well above average. Charlotte commented “The relationship with our account manager, Louise, is excellent! Louise is always here when we need her and is always easy to get hold of. It’s been great having the quarterly reviews to see how and where we are spending, giving suggestions of how to make further savings.”

Charlotte adds, “Carluccio’s began working with Click for financial reasons, however not only are we now noticing the financial impact of savings, but also the fact that the online booking tool is so easy and quick to use – it’s great being in control of what we are spending. We have also used the MICE team and they have been incredibly useful. Click’s offline reservations team are also brilliant – always friendly, helpful and patient whenever we need to speak to them, which is actually quite infrequently because the online booking tool is outstanding!”

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