CASE STUDY
BlueScope Steel streamlines global program
Key Highlights
BlueScope
BlueScope is a global leader in premium coated and painted steel products. A primary focus for BlueScope is health and safety for their employees, which applies across all of their locations globally.
A key area within this is ensuring duty of care is followed with traveller tracking undertaken through established and leading suppliers in case of an emergency. Another key objective for BlueScope is the focus on cost savings and ensuring all activities tie into their 'Strive to Thrive' improvement program.
The Challenge
- Ensuring duty of care and traveller tracking.
- Travel program cost savings
- Global data consolidation
Approach
FCM plays a critical role in driving these objectives for BlueScope, including:
- ensuring booking compliance
- communicating travel alerts
- identifying alternative travel options
- providing innovative ways to leverage from their buyer spend.
In addition to the above, FCM gives BlueScope the ability to consolidate the data of all their travel expenditure through FCM Reporting and the provision of a designated Global Account Manager who oversees the program and contract performance across all markets globally.
BlueScope and FCM undertake formal quarterly reviews with their key account manager, to review and discuss business plan opportunities and trends from the previous quarter. With the aim of looking at opportunities to add value rather than focus on just issues, the format is open and intuitive and allows for probing of information to discover new opportunities to drive efficiency across the multi-national arrangement.
Since the introduction of ClientBank Connect, the account management reporting has expanded to include key operational dashboards that can be tailored to BlueScope's specific needs, it is this ongoing improvement with technology that allows FCM to fully support the needs of their organisation.
FCM undertook an air tender in partnership with BlueScope steel that saw Qantas appointed as the preferred provider.
"We have been impressed with the professionalism and customer service that FCM has provided on the account, working closely to understand key drivers and needs of the business and adapting their approach to benefit the travellers both financially and safely."
Outcome
The relationship between BlueScope and FCM is highly collaborative, with the FCM Travel Manager and National Account Manager working closely together to ensure problems are resolved efficiently and with a high degree of customer support and professionalism. Not only are quarterly and annual reviews held but ad-hoc meetings are easily arranged to talk through objectives and challenges that may have arisen.
This successful approach has seen a number of tangible results delivered to BlueScope since they commenced trading with FCM, including:
- Quality greater than 97% SLA on all bookings
- Online adoption of 75%
- VIP Team available 24/7
- Excellent value fee model
- Dedicated service teams in each country location
- Global reporting using FCM’s reporting tool
- Global Account Manager driving business plan across all markets
The above approach has seen savings achieved through their program with FCM, which is equal 7% of the client’s total travel spend year on year. This has been achieved through:
- Negotiating effective supplier contracts
- FCM's operational focus on going ‘above and beyond’ service savings
- SmartSTAY rates across Australia and New Zealand.