GUEST BLOG: TMCs of the future

With an influx of household AI assistants from Amazon and Google, and news of a billionaire sending a car into space, expectations of technology are rocketing ahead.  

But how do such advances translate to TMCs? And more importantly, what will clients expect in the future?

Consumerisation

Major consumer-facing brands are obsessed with providing the best user experience and easy-to-use interfaces. Traditional B2B booking tools haven’t necessarily kept pace with these changes. However, a more consumer look and feel to booking tools can provide significant dividends to businesses.

A personalised, intuitive user experience for individuals, combined with a customisable offer for organisations, is the most effective weapon when it comes to fighting leakage. With a new generation who’ve enjoyed quick and easy online shopping all their lives entering the workplace, TMCs who can satisfy those requirements will be best placed to help their customers more easily manage their business travel.

Direct connect

For years, the industry has used the GDS for airline bookings and customers have paid fees for the ‘privilege’. Direct connects have provided a much-needed revolution in distribution.

Travellers can now book fee-free with several major airlines and have all the options they need at their fingertips - everything from adding luggage after booking to increased legroom, or even the ability to strip the fare down to the bare minimum, with no extras, to cut costs.

The next generation of TMCs must use direct connect as standard to meet customer demand.

Engaged and motivated staff

Paying reservation agents commission or incentives on bookings doesn’t give customers the service they deserve.

The role of a TMC is to save a business money on its travel, so account managers should be focused on their customers’ interests, rather than promoting options based on whether or not they are receiving an incentive from a particular provider.

Furthermore, reservations agents are much more engaged and motivated if they can demonstrate absolute integrity, without worrying about their personal finances.

Customers want quality advice, support and savings tailored to their needs and by knowing their decisions don’t impact directly on their agent, they can be confident they are making the right choice every time.

The future is now

We are convinced these steps are the key to the next generation of TMCs. At Click Travel, we have incorporated all three and are seeing the benefits on a daily basis.

This post was written by Jill Palmer, CEO of Click Travel. Jill will be participating in the Business Travel Show conference session ‘TMCs – are we paying them too little, or too much, and with the right model?’ in the Pillar Hall at 11.30 on 21 February.

Click Travel will be exhibiting on stand B650 with its next-generation travel management platform, travel.cloud

IN CONVERSATION WITH... SHAUN HINDS, BRIDGESTREET

Shaun Hinds, Managing Director, EMEA & APAC, Bridgestreet is taking part in a panel session at 1000 on Wednesday, 22 February at the Business Travel Show: How can I get even more out of my accommodation strategy? Register for a free pass now at www.businesstravelshow.com 

Please sum up your conference session in one sentence. 


This session explores taking your accommodation programme beyond the boundaries of the traditional hotel.

Why is it a must-attend for travel managers? 


There is more choice than ever in the accommodation space. Travellers are seeking more flexibility and more diversity in their accommodation choices, buyers are looking for ways to make their budgets go further in a climate of high city centre hotel prices and companies are keen to ensure that safety, quality and their duty of care is not compromised by the overwhelming choice. The session will look for opportunities to balance and blend these different objectives           

What is the biggest challenge facing the business travel industry this year and why? 

Security remains a very high priority. While economic and political uncertainty may present business travel opportunities, it can also lead to contraction as plans and projects may become subject to delays.    

And what is the biggest opportunity for travel managers and why?  

Quality and choice continues to grow. Products which may have seemed radical and

marginal a few years ago are becoming mainstream. Independent providers have upped

their game and there are some world class options emerging in the middle-class price

points    

Interrupters/sharing economy suppliers – a help or a hindrance?

Depends on your point of view. One person’s disruptor is another person’s conventional. The reality is the landscape is changing and the disruptors potentially wield more influence than the traditional players. The challenge though is what an employee may see as normal in their holiday leisure time can present companies with dilemmas around accommodation programme integrity

How will Brexit affect your job?

The extended stay sector was built on, among other things, projects as a mainstay of its customer base. Brexit is the biggest project we are likely to see in a generation and so can only be an opportunity – some reports cite up to 30,000 jobs being required to deliver Brexit. The Chief Brexit officers and their teams will need somewhere to stay.   

   

Why are you looking forward to speaking at/attending the Business Travel Show?

The show is the preeminent corporate travel event in the UK and Europe.  In the year of

tremendous change it’s more relevant and more important than ever

How can we follow you on Twitter? 

@shaunhinds and @bridgestreetapt