CASE STUDY
Bank of Queensland
About BOQ
BOQ is one of Australia’s leading regional banks, with over 180 branches across the country. Established in 1874, they have always held customer service as their primary focus.
Most of their branches are run by Owner Managers, which means they are run like a small business and routinely deliver on their promise of exceptional personal service.
The Challenge
Booking processes were random. A number of booking practices were in place prior to the review and ad-hoc bookings by users were the norm, rather than the exception.
Existing technology solutions needed improvement and updating too. For a business built on face to face relationships, moving users to an online booking programme presented a challenge for some.
In modernising a programme, gaining organisational buy in was integral to the success of the project.
Three-step approach
1. BOQ needed a full technology stack that worked. Working with FCM we introduced an online booking tool and reporting tool that integrated with HR feeds. These tools provided the BOQ team with enhanced reporting and expense functionality, and cost centre automation.
2. The BOQ team needed improved visibility with enhanced technology such as dashboards and stronger strategy and policy frameworks.
3. Maximise BOQ’s spend and contract conditions with a selection of suppliers to deliver a cost neutral hotel programme that reduced room night spend and booking fees.
Results
- Industry leading, streamlined programme
- 1% increase in year-on-year travel, with 3% decrease in booking cost
- Online booking implemented and established as default booking method
- Over $300,000 saved in six months
- 90% user compliance
- Improved user experience driven by advanced technology