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Ohio Valley Business Travel Association Education Day Event, September 9, 2010 Millennium Hotel, Cincinnati, Ohio. Online Booking Tools Are you Keeping Up?. Adoption Rates. Industry Trends. New Technology. Best Practices. Donald Swartz (Moderator). Title : Principal
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Ohio Valley Business Travel AssociationEducation Day Event, September 9, 2010Millennium Hotel, Cincinnati, Ohio. Online Booking Tools Are you Keeping Up? Adoption Rates Industry Trends New Technology Best Practices
Donald Swartz (Moderator) Title: Principal Company: Corporate Travel Buyer Resources (www.ctbrtravel.com) Role:Independent Travel Consultant working with national and multi-national travel buyers on Travel Provider - Supplier RFP and Contract Negotiations, National and Global Consolidations and T&E Expense Management.
Agenda • Market Overview. • Industry trends and drivers to increase adoption. • Practices and recommendations for tool/vendor selection, deployment and greater ROI. • Measuring performance.
Pamela Spencer (“Panelist One”) Panelist Title: Corporate Office Manager Company/Employer: KAR Auction Service, Inc Company Overview: KAR Auction Services is the parent company for ADESA Auto Auctions, Insurance Auto Auctions, Automotive Finance Corporation. Travel Program: North America Travel Program, 6M T&E and over 900 travelers. Online Booking Tool: Egencia since Jan 2010. 87% adoption and touchless rate. My Role: Egencia program management, Onsite agent management, SMMP, Travel vendor management and Credit card program management.
Barb Hornback (Panelist Two) Panelist Title: Travel Manager Company/Employer: The Kroger Co. Company Overview: Nations’ largest traditional grocery chain. Travel Program: National Travel Program, 20M T&E and over 5,000 travelers. Online Booking Tool: Cliqbook, since 2003. 80% adoption and 63% touch-less. My Role: Day to day operations of the Travel Dept, Cliqbook administrator, Direct Bill Car Rental program, Hotel Program.
Phil Tedeschi, “CCTE”(Panelist Three) Panelist Title: Manager, Corporate Travel Company/Employer: Goodrich Corporation Company Overview: Aerospace Manufacturer, serving global commercial, military and business aircraft markets. Travel Program: Global Travel Program, 60M T&E and over 15,000 travelers. Online Booking Tool: Cliqbook, since 2005. USA adoption (70% and 90% Touch-less). Global adoption is 58%. My Role: Supplier selection and relationship management, policy creation and enforcement, traveler issues, reporting and compliance strategies.
Online Booking Tool (Market Options) Vendor Categories 1. Third Party Tools/Solution 2. Online Travel Agency (OTA) Tools/Solution 3. TMC Proprietary Tools
Industry usage trends(USA Centric) 2000 2010 % Buyers Deploying a Tool: 25% 85%+ Average Adoption Rates: 12 - 20% 50 - 60% Top Adoption Rates: 35%+ 90%+ Average Touch-less Rates: 60% 85%+
Industry drivers to higher usage • Enhanced user - booking functionality. • Strategic sourcing approach to managing corporate travel programs and T&E expenses. • Global expansion of managed programs and online booking.
It’s not just a booking tool anymore! • Integration of meetings. • Integration of expense reporting (front-to-end). • Integration of mobile applications. • Communication - Social Media.
Step One (Getting Started) “Selection of right tool, vendor and service solution”
Tool/Product Selection Key Evaluation Criteria • Geographical Scope (national or global) • Speed/User Functionality • Content/Choice • Policy, Process and Program integration (pre-trip approval, front-to-end solutions, outlook calendar integration, meetings, social media, other expenses, mobile, etc). • Site administration
Vendor Selection Key Evaluation Criteria • Vendor and Contract Ownership • Vendor R&D Resources and Budget • Vendor Support Resources • Service Solution • Vendor References
Vendor Contract Negotiations Key Factors • Length of contract • Pricing • Business Terms (Statement of work or Work Order and Service Level Agreement)
Keys to Success • Well planned and executed deployment strategy. • Policy mandates for usage. • Grass Root Marketing Program. • Site updates & strong program administration. • Accessibility (single-sign-on, portal, mobile).
Measuring Performance • Adoption (#/% Online and Touch-less transactions) • Unit Cost (comparative transaction costs) • Average Trip Cost (comparative air, hotel, car, etc.) • User Profile (Top, one-time and non-user, traveler, admin, etc) • Compliance