Case Study:

Optimising Business Travel
for a Large UK Retailer

Client overview

Our client, a major FMCG retailer, with in excess of 500 sites across the UK and Ireland, had some significant challenges with their travel programme when they moved to us 18 months ago.

Challenges

1. Exceeding Budget

Costs spiralling airfare and hotel costs as well as a culture of last-minute bookings which has significantly increased travel expenditure.

2. Poor User Experience

Multiple friction points in the booking process led to missed savings opportunities and inefficiencies.

3. Out of Policy

Travellers either claimed to be unaware of the policy or did not always comply with it, adding greater cost.

4. Missing Insight

Off-programme bookings preferred travel management company hindered cost-saving initiatives, and helped drive the wrong behaviours.

5. Poor Online Adoption

An increased number of bookings were made via high touch team as opposed to using the online booking platform.

6. Streamlining Payments:

Multiple accounts which were settled by different FOP (Forms of Payment).

Solution

Our client worked closely with us to deploy our knowledge and expertise in addressing these specific challenges. Key initiatives included:

1. Centralised Booking Platform

A new booking platform was rolled out and a central internal travel desk was created to process and monitor travel requests, enforcing travel policy and compliance whilst increasing online adoption.

2. Pre-Approved Travel Policies

Pre-approval to travel was made mandatory via Line Managers and Directors with internal controls challenging the need for travel. A three-day minimum advance booking notice period was implemented to drive savings, with compliance to travel policy ensuring bookings remained within budgetary limits.

3. Travel Analytics

Meon Travel Management introduced bespoke real-time dashboards reporting valuable insight into travel spend, enabling better financial planning and sustainability monitoring.

4. Preferred Vendor Agreements

We took a fresh look at the hotel programme and launched a new, more relevant hotel programme. In doing so we were able to secure LRA, and some of the programme specific requirements for their travellers.

5. Frictionless Payment

A variety of forms of payment were deployed within different divisions of the business. We consolidated these into one provider with virtual single use cards.

Achievements (within 12 months)

Cost Savings:

  • Reduced the cost of travel by 62%

  • Average hotel room night rate decreased by 15%

Compliance:

  • Optimized online adoption to 96% thus reduced for point-to-point travel

Improved Employee Experience:

  • Simplified booking process and support services have materially enhance traveller satisfaction and an CSAT score of 97%

Data-Driven Decisions:

  • Capturing more of the total travel spend enhanced preferred partnerships and contributed to budgetary savings

Sustainability Year-on-Year Reduction in CO2 Emissions:

  • Air 18% reduction

  • Hotel 64% reduction

  • Rail 47% reduction

Conclusion

Allowing us to work open book, in true partnership with us has enabled this client to implement a structured programme to meet the strategic goals and commercial goals, they were able to optimise their travel strategy, reducing costs and enhancing the employee experience.

Having a rigorous, and diligent approach to each component and pain points we significantly reduced the cost of travel through a combination of driving the right policies and behaviour, coupled with a refined hotel programme.