Increase online adoption

by Craig Collins, HRG Business Manager

Our client a major publishing company, turned to us for help with increasing adoptions levels on their online booking tool and reaping the respective savings on classic booking fees.

In partnership with the client, we devised and implemented a strategy to increase adoption of the online tool despite the organisation’s deeply rooted reliance on in-house agents for their travel arrangements.

We recommended a goal of 50% online adoption by December 2010. Adoption levels of the online solution in 2009 were about 16%. HRG provided regular training seminars and webinars and offered assistance in promotions to increase online adoption.

We also helped tracking employees who were using an agent for domestic and simple international trips and provided additional training to them.

As a result, adoption increased from 16% in 2009 to 46% for 2010 with savings of US$100,737 in transaction fees for 2010. Adoption rate is now around 50%.

We started with an organisation used to an on-site team of four agents to handle all bookings and moved to an adoption rate of 50%. The process took many hours of training to build confidence in the tool but the effort paid off in terms of financial gains within a year.

HRG has renewed its partnership with this client and we’re looking forward to achieving further cost savings for their travel program.