CASE STUDY: Global Group Air
ETM moved a client and their 2,500+ global travellers to a global group air structure for their programme, resulting in a 54% reduction in the programme cost, a 55% reduction in overtime hours, and a 79% reduction in call volume.
Our team developed a strategy to move a client from a group air programme to a global group air programme managed worldwide by teams in the US, UK, Australia, and Hong Kong to serve each region’s unique needs.
Read on to find out how.
Develop a programme strategy for a global client with over 2,500 travellers in multiple regions of the world.
- Provide local-language service for each region
- Provide global reporting
- Reduce overtime by US staff working outside of normal business hours
Running a global group air programme out of a single region, the US, was a challenge with travellers flying to and from global destinations, both inside and outside of North America.
- Language barriers
- 24/7 staffing required to accommodate global time zones, including an overnight shift, excessive overtime, and massive support required by the network and corporate after-hours
- The client’s other programmes and events were not prioritized due to large focus and staff attention on managing group air
The ETM team worked with the client to create a global group air programme that would be managed by multiple regions to accommodate traveller needs and time zones. ETM encouraged the client to move their programme from the US office to our offices in the US, UK, Australia, and Hong Kong to meet the needs of all of their travellers.
The new structure allowed for:
- Resolution of language barriers – group air agents based in the local market speak the local language
- Ticket fares based on the region for best possible rates
- Drastic reduction in the need for overtime, after-hours, and corporate support
- The client was able to reduce overtime from 317 hours to 145 – a reduction in overtime hours of 55%
- Overtime costs dropped 54% from nearly $10,000 USD to just over $4,000
- Agents received only 232 calls in the first 8 days, compared to 1,094 calls in the same time period with the previous programme – a call volume reduction of 79%