CASE STUDY
Managing a VIP program
Key Highlights
The client
A well-known biotechnology company at the forefront of cancer treatments. Their work strives to accelerate the discovery, development, and commercialization of new medicines.
The challenge
The client wanted to enable their key stakeholders to travel seamlessly for critical business needs. FCM provides a concierge service for these travelers to ensure that less time is spent on navigating travel complexities and more on delivering value for their core organizational mission.
Making journeys smooth
As part of the onboarding process, FCM prioritizes understanding of the needs, expectations and value drivers of VIP travellers and executive administrators through a series of engagements.
FCM’s VIP services provides peace of mind to travelers that they will always be taken care of, in the way that meets their unique priorities.
Outstanding service, outstanding results
Although Service Level Agreements establish a baseline for minimum service expectations, true value is better reflected in more qualitative feedback.
This biotechnology company chose to validate FCM service levels via direct feedback from their executive admins covering several topics. The survey garnered a 100% participation rate with a 10/10 score provided by each participant.
Additional commentary received highlighted the relationship that had been built with the VIP agents, along with examples of how value had been consistently delivered by the team.
These examples spoke most strongly to the reliability, speed and lateral thinking employed by the team to ensure exceptional travel experiences.
“The service is among the best of the “white glove” travel services I’ve ever experienced in over 20 years of making travel arrangements.”
Executive Assistant