Trane Technologies rolled out BCD Travel’s TripSource® self-service platform to travelers in six Latin American countries—Argentina, Brazil, Chile, Costa Rica, Mexico and Peru. The aim was to bring outside spend in through in-program hotel bookings, improve the traveler experience and drive savings. But six months later, adoption of the TripSource app was still low.
A case study details how Trane Technologies partnered with BCD to solve the problem with a traveler outreach strategy. Webinars in English and Spanish explained how TripSource increases travelers’ hotel choices; saves them time when booking hotels; and increases their safety because the company can find them in an emergency.
Travel team members used Skype sessions and surveys to follow up with travelers. Then, after they registered for the app, travelers received targeted messages before, during and after trips. The messages encouraged them to book hotels through TripSource; reminded them about benefits like in-room Wi-Fi; and asked them for feedback on their trip experiences.
Once they tried TripSource, travelers were hooked. “I started getting thank-you notes from travelers,” said Veronica Sandoval, leader of Travel, Fleet & Meeting Services for Latin America at Trane Technologies.
In just four months:
- The number of travelers registered to use TripSource in the six countries increased 88%.
- Hotel-to-trip-night bookings rose 28 percentage points.
- Hotel spend decreased US$29,000 in the six countries, compared to the same period the year before.
Much of the savings came from bringing outside spend in—including a 17% increase in hotel room nights and a 7% decrease in average room rates. What’s more, employees who used TripSource reported better trip experiences and an average traveler satisfaction score near 80%.
“When travelers use TripSource, we increase our hotel-to-trip-night attachment, our immediate savings and our ability to negotiate with suppliers for better rates in the future,” Sandoval said. “We also increase our duty of care. If there’s an emergency, we can find our travelers—that’s important to our company and to our employees.”