Service and financial realignment

by Chris Lewis, HRG Business Manager

Our client is a leader in specialist insurance and one of our long standing customers. They were about to extend its contract with us but faced increased pressure to reduce costs without affecting the traveller experience.

We had to work in partnership with the client to make savings as well as ensure the long-term financial security of the new contract.

Our strategy was to work with the travel manager to identify areas to reduce cost, maintain consistent service levels and look at ways of implementing more modern technology which would help them going forward.

The first step was for the client to carry out an internal survey of their needs which highlighted technology needs, staffing requirements for ongoing consistency of service and their readiness for change.

HRG then devised a financial arrangement to reduce overhead costs by having the flexibility to share staff as well as changing from a transaction fee to a hybrid management/transaction fee model.

We also implemented Concur’s Cliqubook online booking tool to help reduce costs further and free up some of the travel counsellors’ time by shifting some of the responsibility onto travellers.

As a result of process, HRG has retained the business for a further three years and operating costs have already decreased 19% for the first quarter of the year while revenue and contribution have increased by almost a third.