Technology has become the most important factor for travel managers when choosing a travel management company, ahead of costs/fees and account management services, according to research from GBTA and FCM.
The report, entitled The Evolution of Travel Programme Technology, found that 59 per cent of travel managers from Europe, North America and Asia Pacific saw technology as one of their key priorities when looking for a TMC.
In terms of priorities, technology ranked well ahead of the TMC’s footprint (45 per cent), fees/costs (42 per cent) and quality of account management/support team (40 per cent).
But less positively, 42 per cent of managers also said that TMC technology was a “top pain point” for them, with only 38 per cent saying technology was a strength of their primary TMC. The second weakest area for TMCs was seen as data analysis and reporting (35 per cent), followed by fees/costs at 24 per cent.
Marcus Eklund, global managing director of FCM, said: “Travel managers cite technology as the most important factor when selecting a TMC.
“The study also showed that on average nine in ten global travel managers say a consistent technology experience is of utmost importance. It is essential TMCs be at the forefront of technological advancements to advise travel managers and help solve corporate global travel challenges.”
The survey of more than 300 travel managers found that 96 per cent now had an online booking tool (OBT) within their programmes, but there was much lower use of other services such as reporting dashboards, mobile apps, reshopping tools and virtual payments.
It also highlighted how most corporates were not currently using their OBTs to promote more sustainable travel – only 44 per cent have tools showing carbon emissions during the search process. Even fewer (10 per cent) display lower emission flights at the top of search results and only 4 per cent provide sustainability messages to their travellers.
Travel managers’ understanding of NDC-enabled airfares was also “mixed”, with one third (34 per cent) unaware if their OBT or TMC offers this kind of content in their programmes. Only 21 per cent of managers said that NDC content was available through their OBT and TMC channels.
Suzanne Neufang, CEO of the GBTA, added: “Given the fast pace of change, technology has played a vital role in ensuring the efficiency of travel programmes.
“Keeping updated and communicating with travellers has taken on renewed urgency for companies, and travel managers are looking to their TMCs to advise on innovative ways to manage programmes effectively while keeping travellers safe.”