CASE STUDY
Revitalising BOQ's travel program
Key Highlights
Bank of Queensland (BOQ) is one of Australia’s leading banks, with over 160 branches nationwide. Established in 1874, the bank focuses on personalised service and is structured to operate like a small business. BOQ came to FCM with the challenge of revitalising and modernising its travel program.
Challenge: inefficient booking and outdated tech
BOQ's travel program was costly and inefficient. The bank's culture of face-to-face relationships was extraordinary for customers, but it posed a challenge when transitioning employees to online booking. Its travel booking processes were outdated and lacked structure, with frequent rogue, ad hoc traveller bookings. The critical need to update and streamline their existing technology was evident.
Solution: New technology and processes from FCM
FCM worked with the bank to implement robust travel technology and services that included:
- Structured supplier strategy
- Clear and robust travel policy
- Modern, traveller-friendly online booking tool
- New reporting tools with interactive dashboards
- Technology integration with BOQ’s HR system
- Automated expense and cost centre processes
Because organisational buy-in would be imperative to program success, FCM’s strategy focused on supplier savings, maximising BOQ’s spend with key suppliers to save money on hotel room nights and booking fees.
Results: Streamlined business travel
The collaboration between FCM and BOQ showed rapid success and enabled BOQ to make proactive, data-driven business decisions. Advanced technology and tools provided by FCM were pivotal in enhancing the user experience, improving policy controls, and driving cost efficiencies.
Ad hoc bookings became a relic of the past due to the improved user experience, and online booking soon became the default method of booking for the company. The bank’s program achievements included:
- 90% traveller compliance
- 1% increase in travel with a 3% decrease in overall booking costs
- AUS $300,000 in travel program savings
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