We live in the era of the connected business traveller. Every aspect of corporate travel – from booking flights, hotels and car hire to risk management, expense reconciliation and in-flight entertainment – can be managed from a mobile device.
This ensures maximum productivity, reliability, safety and enjoyment for business travellers, while enhancing efficiency, duty of care and compliance for companies.
Technology undoubtedly reshaped the corporate travel experience in 2017. New mobile apps allow travellers to book on the go or quickly resolve disrupted trips, while digital payment options help companies track movements, reduce fraud and exert more control over spend. Big data is providing for more personalised offerings, unique pricing strategies and real-time assistance and recommendations. Enhanced technology provides companies with pro-active spend analysis and benchmarking reports to enable tailored, tactical travel policy developments which continually drive savings.
Big data is providing for more personalised offerings, unique pricing strategies and real-time assistance and recommendations.
The hotel industry is also identifying ways technology can attract customers, whether upgrading guestroom technology or introducing keyless check-in systems. Meanwhile, the sharing economy is also providing more flexible accommodation and transport alternatives than ever before.
Corporate Travel Management’s (CTM) commitment to service excellence combined with ground-breaking technologies have underpinned our success in this ever-changing travel landscape.
The business had another exciting and rewarding year in 2017, delivering outstanding services to our customers throughout the world.
Our continued expansion into the major markets of Asia, North America and Europe reinforces our focus on building a diversified global business well positioned for exposure to the world’s largest economies.
This growth provides direct benefits to all of our customers, as they can expect to receive the same personalised service and local market expertise wherever they may be in the world. This increasing scale also allows us to capture greater travel savings when negotiating partnerships and deals with travel suppliers.
Our successes in 2017 included significant recognition from within the travel industry. In our AU/NZ region, we received three awards from the Australian Federation of Travel Agents (AFTA). To be named Best National Travel Management Company for the 11th time demonstrates our ongoing commitment to excellence and continuous improvement.
For the 8th time in 10 years, we were named Best Travel Agency at the TTG Travel Awards, Asia, while we also received significant recognition in North America and Europe. For a full list of our awards, click here.
We completed two acquisitions in 2017, strengthening CTM’s position as a global travel management company, and enabling us to service our customers seamlessly in new areas.
The addition of UK-based Redfern Travel has established CTM Europe as a top 5 player, while Tasmanian-based Andrew Jones Travel represents a strategic move into the niche sports travel sector in Australia and New Zealand.
We are pleased with how we have further embedded our specialist sports travel division into CTM, having secured a number of key sports accounts which will extend our sports travel solutions across multiple markets.
The same goes for our Event Travel Management (ETM) business, which provides professional event management services across all four of our market regions.
Looking ahead, we are already engaged in several exciting large-scale events that will continue to cement ETM as a leader in providing creative and meticulously planned events.
TECHNOLOGY AND INNOVATION
Technology remains central to delivering value and productivity to CTM’s customers. Our SMART Technology suite of travel tools gives our customers access to the most innovative and meaningful travel technology at their fingertips wherever their travels take them.
Innovation remains critical to CTM’s success. Our continuous feedback loops empower employees and customers to share ideas on how to improve our service and product offering. We strongly believe this transparent process has a direct correlation with our customer wins and retention rates, which are at historically high levels.
None of our success would be possible without the remarkable contributions of our people. CTM’s culture is founded upon the principle of entrusting our teams, through good processes and excellent training, to grow, evolve, and deliver the superior service that CTM’s customers demand. We invest in our people, through in-house training programs, selective recruitment and a commitment to provide the resourcing to support our people in delivering service excellence to customers.
Based on staff feedback, we have introduced several automation initiatives, freeing up our teams to focus on solving complex problems for customers. This enhances both efficiency and productivity.
While the last 12 months have been fantastic for CTM, we expect bigger and better things in 2018. We remain confident our customer value proposition remains both compelling and highly relevant.
We have several exciting technology releases in the pipeline. New, easy-to-use mobile and reporting tools will allow travellers more flexibility while on the move, while providing companies access to important data and automated options for expense reconciliation, compliance or risk management.
It is not in CTM’s nature to stand still. We will continue to recognise the benefits of agility, while listening to our customers and employees so we can find new and improved ways to enhance the travel experience and save time and money for our customers.
As we close the book on another great year, I can only reflect on how fortunate I am to work in an industry that is – at its heart – all about people. I would like to thank our customers, employees and partners for their ongoing support, and I look forward to working with you all again in 2018.
CTM Managing Director
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