Insurance Provider

“We had complete confidence in the process, it was organised and controlled from start to finish. Click Travel are a pleasure to work with and a great company to do business with.”

Alastair Kerr
PROCUREMENT MANAGER

Download Case Study
CLIENT
Insurance Provider

SECTOR
Insurance

SINCE
2014

WHY CLICK?
Reduced spend, User-friendly system, Comprehensive implementation

PAIN POINTS
Needed to drive bookings online to boost efficiency and reduce spend

FEATURES

94% online adoption

£70K annual savings

Providing peace of mind nationwide

With a huge customer base and branches across the country, this organisation needed to make sure their thousands of staff were working with an innovative and thorough travel management company.

This organisation is one of the largest insurance providers in the UK, with a well-established heritage and a nationwide presence. Trusted by thousands, they also provide financial services in pensions, risk management and investments.

What was needed:

  • Changing booking behaviour
  • Driving online adoption
  • Reduced travel spend
  • Seamless implementation

KEY ISSUES AND CONCERNS

The company issued a tender early 2014 and from the start were very open and honest about the challenges and constraints their selected travel management company (TMC) would need to help them overcome, including a culture where historically bookings were predominantly made offline. Alastair Kerr, Procurement Manager explains, “Whilst an online tool had previously been implemented with our existing supplier, it had never been truly embraced and online adoption was an area we had never achieved, in fact at that time online usage was as low as 0.1%. In addition to this, the business knew from previous projects that employees had a reluctance to change and they expected a change of TMC to be no different.” The company expected the successful supplier to use its expertise to propose an optimal solution that not only addressed the company’s requirements, but leveraged best practices, best in class solutions, key partnerships and security strategies.

THE SOLUTION

Alastair Kerr, Procurement Manager shares his highlights of the Implementation process. “We were impressed from the very start with Click Travel, the way their brand was represented in the tender documents right through to the initial shortlist presentations were all very favourable and it immediately felt like a great cultural fit for us. Click Travel came across as a really passionate team that worked closely together and I had great confidence in their product and what they could deliver.”

After a successful tender process and award of the business, Click Travel were excited to start work on helping the client achieve their goals.
To help overcome any internal resistance, the company secured senior management endorsement for the change and had a clear effective communications strategy, which their internal communication team helped to deliver. This included an Intranet site and the use of video screens throughout their offices to promote the new service. Click Travel offered a range of flexible training, WebEx sessions, user guides, video links and onsite roadshows, supporting end users and building relationships with key bookers across the company.

A key booker, who was on the decision-making panel, comments, “We knew from that first meeting that Click Travel were the right ‘fit’ for us – we loved their people and their company ethos. They are exactly the type of company we wanted to do business with.”

Alastair expands, “It was a huge risk to us to make the move from offline to online servicing as we needed it to be an internal success. Whilst it was an easy decision to select Click Travel, one of the factors that influenced our decision most was that we loved the look and feel of the tool, and its ease of use. The tool really sells itself and I believe this is one of the reasons why it has been so well received from the start.”

THE IMPLEMENTATION

The implementation was a huge success, as Alastair explains, “We had complete confidence in the process, it was organised and controlled from start to finish. They challenged us to the make the best decisions and really gave us food for thought on how we could transform the process of booking travel within our company. There was a change of project lead on our side during the implementation phase due to unforeseen circumstances, and whilst this could have had a major impact to timelines, the implementation plan covered every eventuality, so it was a seamless transition.”

Now in their 3rd month of trading, the results are already starting to speak for themselves, “After a successful first 3 months we’re now looking forward to seeing what the Click Travel team can help us deliver over the first year and beyond. Based on the first 3 months, our annual savings are expected to be in the region of £70k.”

Summing up his experience so far, Alistair said, “We knew our ambitions for our travel programme were quite a radical change for our company culture, we weren’t even sure they were achievable, but Click Travel gave us the confidence that we could get there. Click Travel are a pleasure to work with and a great company to do business with.”

“After a great start, we’re looking forward to finalising the hotel rate programme and reviewing the travel policy to drive changes in booking behaviour, which we expect to produce even greater savings.” – Chris Vince CLICK TRAVEL ACCOUNT MANAGER

Download Case Study
CLIENT
Insurance Provider

SECTOR
Insurance

SINCE
2014

WHY CLICK?
Reduced spend, User-friendly system, Comprehensive implementation

PAIN POINTS
Needed to drive bookings online to boost efficiency and reduce spend

FEATURES

94% online adoption

£70K annual savings

Providing peace of mind nationwide

With a huge customer base and branches across the country, this organisation needed to make sure their thousands of staff were working with an innovative and thorough travel management company.

This organisation is one of the largest insurance providers in the UK, with a well-established heritage and a nationwide presence. Trusted by thousands, they also provide financial services in pensions, risk management and investments.

What was needed:

  • Changing booking behaviour
  • Driving online adoption
  • Reduced travel spend
  • Seamless implementation

KEY ISSUES AND CONCERNS

The company issued a tender early 2014 and from the start were very open and honest about the challenges and constraints their selected travel management company (TMC) would need to help them overcome, including a culture where historically bookings were predominantly made offline. Alastair Kerr, Procurement Manager explains, “Whilst an online tool had previously been implemented with our existing supplier, it had never been truly embraced and online adoption was an area we had never achieved, in fact at that time online usage was as low as 0.1%. In addition to this, the business knew from previous projects that employees had a reluctance to change and they expected a change of TMC to be no different.” The company expected the successful supplier to use its expertise to propose an optimal solution that not only addressed the company’s requirements, but leveraged best practices, best in class solutions, key partnerships and security strategies.

THE SOLUTION

Alastair Kerr, Procurement Manager shares his highlights of the Implementation process. “We were impressed from the very start with Click Travel, the way their brand was represented in the tender documents right through to the initial shortlist presentations were all very favourable and it immediately felt like a great cultural fit for us. Click Travel came across as a really passionate team that worked closely together and I had great confidence in their product and what they could deliver.”

After a successful tender process and award of the business, Click Travel were excited to start work on helping the client achieve their goals.
To help overcome any internal resistance, the company secured senior management endorsement for the change and had a clear effective communications strategy, which their internal communication team helped to deliver. This included an Intranet site and the use of video screens throughout their offices to promote the new service. Click Travel offered a range of flexible training, WebEx sessions, user guides, video links and onsite roadshows, supporting end users and building relationships with key bookers across the company.

A key booker, who was on the decision-making panel, comments, “We knew from that first meeting that Click Travel were the right ‘fit’ for us – we loved their people and their company ethos. They are exactly the type of company we wanted to do business with.”

Alastair expands, “It was a huge risk to us to make the move from offline to online servicing as we needed it to be an internal success. Whilst it was an easy decision to select Click Travel, one of the factors that influenced our decision most was that we loved the look and feel of the tool, and its ease of use. The tool really sells itself and I believe this is one of the reasons why it has been so well received from the start.”

THE IMPLEMENTATION

The implementation was a huge success, as Alastair explains, “We had complete confidence in the process, it was organised and controlled from start to finish. They challenged us to the make the best decisions and really gave us food for thought on how we could transform the process of booking travel within our company. There was a change of project lead on our side during the implementation phase due to unforeseen circumstances, and whilst this could have had a major impact to timelines, the implementation plan covered every eventuality, so it was a seamless transition.”

Now in their 3rd month of trading, the results are already starting to speak for themselves, “After a successful first 3 months we’re now looking forward to seeing what the Click Travel team can help us deliver over the first year and beyond. Based on the first 3 months, our annual savings are expected to be in the region of £70k.”

Summing up his experience so far, Alistair said, “We knew our ambitions for our travel programme were quite a radical change for our company culture, we weren’t even sure they were achievable, but Click Travel gave us the confidence that we could get there. Click Travel are a pleasure to work with and a great company to do business with.”

“After a great start, we’re looking forward to finalising the hotel rate programme and reviewing the travel policy to drive changes in booking behaviour, which we expect to produce even greater savings.” – Chris Vince CLICK TRAVEL ACCOUNT MANAGER

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