It has been widely documented that this would be the year of
the new normal for the business of managing travel; firmer policies would
continue to prevail as budgets remain tightly managed and return on investment
would become a standard metric. This expectation offers the industry another
opportunity to optimize and create increased relevance in the C suite.
Without a doubt, the events of the volcanic ash in Europe
have not only shown the importance of having a dedicated travel management program,
but also how exciting the future of travel will be through the development of
new technologies. As a result, a traveler-centric industry is emerging with
this new normal and morphing the role of those with oversight and
responsibility for managing travel.
Travel managers are under greater pressure to demonstrate a
direct return on investment while extending reduced budgets even further. Gone
are the days when cost savings were mostly derived through vigorous
negotiations. Travel managers must now take a different and much more
comprehensive approach to creating savings initiated by managing traveler
behavior.
Evolution Of The
Travel Manager
When the new normal began to take shape in the industry, a
major shift in the fight to cut back on excess came though a structural change
in corporate programs. The result: travel management is closer to the C suite
than ever before, adding additional scrutiny and control. Additionally, travel
managers no longer just handle tactical elements of managing travel programs,
but in the new normal they must deliver return on investment while
simultaneously enforcing stricter policies.
As current practices transition to be fully functional in
the changed environment, travel managers can forge new inroads for savings
through thoughtful approaches to managing traveler behavior more directly and
throughout the full cycle of a trip. This is pivotal to future success of
travel management programs as expenses can pile high with new and at times
unexpected fees while travelers are on the road. Naturally, travel managers
cannot be physically present to remind road warriors of important distinctions
in policy—distinctions that can be costly if not closely monitored.
The Shift To Managing
Traveler Actions
The first indicator of this transition to managing traveler
behavior is a result of observation: The better a traveler understands policies
and solutions, the more they are able to make choices on the road to benefit
the bottom line and decrease innocent noncompliant reimbursements.
With this concept also comes the increased responsibility to
provide travel managers with updated data on policies, rates and compliance
offenses to catch inherent flaws in policies or correct behaviors, while at the
same time providing travelers with new tools and technologies to make life on
the road efficient and entrust travelers to become part of the solution.
Tools To Influence
Behaviors And Support Travelers More Extensively
Advancements in technology continue to be a driving force in
the evolution of travel management. In this year alone, the industry continues
to demand new resources for both travel managers and travelers alike, cutting
down on the unknown and unforeseen. From standard travel disruptions to complex
travel crises, such as the volcanic ash in Europe, travel managers have the
means to completely assist their travelers from pre-trip to on-trip to
post-trip.
Specifically, mobile technology is becoming a must for
managing travel. Through developments in this area, the industry has witnessed
the power of mobility in reaching travelers in a meaningful way by offering
resources and tools on demand, in real time and at the point of need. Travelers
continue to seek out these tailored solutions to assist them with elements such
as itineraries, hotel and restaurant accommodations, directions and
location-based services, again made easier through the proliferation of mobile
tools.
Advancements in mobile technology will allow more real-time,
two-way communication between travelers and travel managers, making it
significantly easier for travelers to be aware of and comply with new policies
and, above all else, shorten the divide in knowledge between policy makers and
practitioners.
With more technological advancements on the horizon, and
through a new approach of managing traveler behavior, the cutbacks in spend and
changes in the system will have a lasting positive impact. Businesses are
aiming to put more travelers on the road this year, and a comprehensive
approach to influencing traveler attitudes and behaviors can greatly increase
policy compliance and reduce unnecessary spend.
Thanks to new technology, tools and resources, it is a small
step for travelers to receive support they expect while on the road, but it is
a leap for travel managers who can now be positioned to truly manage more than
just travel. They can build on this platform—necessitated by the recession—to
take on even more strategic initiatives and serve as wise decision makers who
can both protect and grow the bottom line.
This op-ed appeared in the Oct. 11, 2010, edition of Business Travel
News.