How a TMC increased client satisfaction with an omnichannel travel experience

The Brief:

The TMC wanted to improve client satisfaction by giving its customers a more integrated way to manage corporate travel.

Its clients increasingly wanted to search, book, approve and manage travel through the digital platforms they already used throughout the working day, including Slack, Microsoft Teams and AI assistants.

They wanted every transaction to remain connected to the TMC’s existing booking platform, consultants, travel policy, approvals and servicing workflows, without fragmenting the managed travel program.

The brief to ’ello was to help the TMC deliver a seamless omnichannel experience across every interaction.

The solution needed to allow clients to transact travel across multiple channels while maintaining the same policy settings, approval workflows, booking information and support model in the background, giving the TMC a more modern and integrated proposition for its customers.

What We Did:

’ello worked with the TMC to understand how its clients wanted to search, book, approve and manage travel across the platforms they used every day.

The experience was then built around one connected solution that enabled in-policy travel transactions across multiple channels, while keeping the same policy, approvals, content, booking data and servicing workflows operating consistently in the background.

The Outcome:

The TMC can now offer clients a truly connected omnichannel travel experience.

Travellers, arrangers and approving managers can search, book, approve and manage travel through the platforms most relevant to them, while continuing to work within the same managed travel program.

Regardless of where a transaction begins, the client’s travel policy, approval requirements, permissions, booking data and servicing workflows remain connected in the background.

This has created a more consistent experience across online booking, workplace tools and consultant-assisted service, while reducing the need for traveller's to repeat information or move between disconnected processes.

The TMC now has a stronger omnichannel proposition that improves client satisfaction, increases flexibility and preserves visibility and control across the entire travel program.