CWT Automated Messaging Drives 4-7% Customer Savings in 2010

Carlson Wagonlit Travel (CWT) has reported that CWT Program Messenger (formerly known as CWT Policy Messenger) sent one million messages in 2010, resulting in a 10-point improvement in key program metrics and 4-7% cost savings in total travel program spend for clients who use the service.

CWT Program Messenger enables companies to manage their travel programs more effectively through targeted email alerts regarding travel policy and other trip-related information, which promotes compliance and can lead to significant cost savings. CWT expects the number of messages to reach three million for 2011, highlighting a strong increase in demand from the market.

Alcatel-Lucent, a global telecommunications company based in France currently uses CWT automated messaging. Pierre Lau, Vice President Procurement and Design-to-cost, said, “Addressing travelers individually is essential to reinforce compliance with our corporate travel policy. We use CWT Program Messenger to develop travelers’ awareness about the cost impact of improper booking behavior. We have identified some areas where there was some room for improvement and configured the application to specifically address those issues corresponding to key cost-reduction initiatives. The application is flexible enough to change the settings at any time and adapt to short-and mid-term priorities defined by Alcatel-Lucent. We can now see some tangible benefits in our reports, like a much better respect of our booking channels for hotel reservations.”

Alcatel-Lucent is not the only client looking to improve compliance and improve the traveler’s experience. According to CWT’s global Travel Management Priorities 2011 survey, these are top concerns among travel managers in 2011.

CWT Program Messenger has become a global multifunctional communication tool that sends a variety of messages to various groups of employees, depending on the parameters selected by the client. For instance, clients have used CWT Program Messenger to inform travelers about their destination or company travel policy. Today, over 300 clients of all sizes in 27 countries use CWT Program Messenger in English, French, German, Spanish, Italian and Portuguese.

Francois Bertrand, Global Travel Manager for Alcatel-Lucent said, “CWT Program Messenger is now implemented in 11 countries and we intend to extend it to more countries in the near future. The application is very easy to implement and configure. The messages sent to our travelers are elaborated by us and can be updated at any time to adjust to the situation of each country and to our travel management targets. Today it is used to drive compliance on subjects like advance booking or hotel reservations. It could also be used in the future to deliver messages pertaining to security risks on some destinations. The application seems to be well accepted by Alcatel-Lucent travelers. We believe it is important to refresh the messages regularly in order not to fall into a routine where people would no longer pay attention to the messages.”

Pauline Queré, CWT Vice President for Global Customer Product Marketing, added, “CWT Program Messenger has global features and functions that allow it to support a wide range of travel program goals beyond strict policy compliance, by using information from traveler profiles and itineraries. For instance, customers use CWT Program Messenger to promote rail or travel alternatives to reduce their carbon footprint or to tell travelers about ground transportation options or critical safety and security guidelines. Our clients are engaged with the product team, suggesting new ways to use the tool; based on their feedback, we will continue to develop and invest in CWT Program Messenger. We currently have over 300 customers using CWT Program Messenger, twice the number we had at the end of 2010.”

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