What Really Matters The Buyers Perspective GTMC Conference Las Vegas by Paul Tilstone Executive Dire

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What Really MattersThe Buyers PerspectiveGTMC
Conference Las Vegasby Paul
TilstoneExecutive DirectorInstitute of Travel
management
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Content

• A CIPS Perspective
• The Buyers Perspective
• ITMs Present Format Target Market
• Industry Solutions Group (ISG)
• ITM Research powered by Argate
• Snapshot of 10 Buyers
• Summary

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The CIPS Perspective

• The backside of a horse

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The Buyers Perspective ?

• ITM Research 90 Buyers across 800 million
• ITM Event Topics
• Anecdotal Comments Questions
• plus
• An ex-TMC perspective

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ITM present format and target market

• The pastPAs, Travel Managers and finance people
• The presenta mish mash
• The futureProcurement through and through
• ITM represents over 1,000 buyers suppliers of
  travel services to promote education, best
  practice, learning and development through
  regional events, conferences and member services
  such as research.

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ITM Events Focus

• The Science of Compliance
• CSR
• Technology
• MICE
• Security
• Planes/Trains Automobiles
• 5th June Partnership Forum
• Distribution
• Inventory
• Regional Quarterlies
• SBTs
• Emerging Markets
• CSR

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Corporate Social Responsibility

• Duty of Care to travellers
• Occupational Road Risk
• Traveller security
• Family life considerations
• 24 Hour Crisis Support
• Duty of Care to the environment
• Carbon emission reporting off-setting
• Environmentally friendly travel choices
• Video/Tele Conference or Web Cast
• Local environment activity

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Industry Solutions Group - Compliance

• Group dynamics
• What drives non-compliance
• What is the impact of non-compliance
• To the traveller
• To the buyer
• To the supplier
• What are the solutions
• Resultant ISG Report

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Industry Solutions Group whats next

• Traveller Security Systems
• Self Booking Tool Usage Adoption

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Compliance

• 1 in 10 bookings made outside preferred TMC
• A further 10 made outside of policy with
  preferred TMC
• Drivers are
• Traveller Knowledge
• Internet Choice
• Supplier Loyalty Programmes
• Non compliance leads to
• Traveller security breached
• Lack of data
• Loss of saving opportunities

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Compliance
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Compliance
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Compliance
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Compliance
Compliance matters in the year ahead
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Compliance
Compliance matters to your corporate clients how
are you helping to tackle it ?
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Security Crisis Management

• Low number who can respond quickly
• TMC provides traveller tracking in most cases
• Business Continuation planning required by TMCs

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Security Crisis Management
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Security Crisis Management
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Security Crisis Management
Ensure you have a Business Continuation Plan in
place AND that it is communicated to your
clients
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Self Booking Tools

• Adoption rates lower than expected
• Adoption goals very high
• TMC being marginalised

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Self Booking Tools
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Self Booking Tools
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Self Booking Tools
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Self Booking Tools

• Create an Online Adoption Programme and a driver
  within your organisation
• They may not have taken off now BUT they will in
  the futureso be a part of it

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RFP Process

• E-RFP is on the rise
• E-Auction a possibility for certain sectors

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RFP Process
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RFP Process
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RFP Process

• Ensure you have experience
• an understanding of e-RFP e-Auction tools

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10 Buyer Snapshot

To be able to provide a report detailing the
spend on 'throwaway' restricted tickets, together
with the information of the new fare purchased,
so that you can see the total spend! To
provide 'accurate' multi-national multi-layer
directional data,  rolled up in one standard
format Provide a Management Reporting system
that incorporates full travel expenditure,
gathered from agency and expenses data, across
borders (all countries) To be able to
consolidate hotel billing with sufficient
detailed back up
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10 Buyer Snapshot

To be able to book and manage small independent
Hotels, electronically, that are not available on
a GDS To have a user friendly self booking
tool which incorporates non GDS hotels, low cost
airlines, rail tickets and on line
reporting! Provide added- value at no extra
cost, my TMC has just asked if I can cover their
TE when they come to meet me once a month at my
offices!! Be proactive More creativity
with their fares in offering best
value   Expand their offering and demonstrate
worth as with emerging technology we will not
need them
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10 Buyer Snapshot Common Themes

Technology An enabler BUT it causes a whole set
of new problems. Good, creative staff are needed
to find solutions to those problems Blame the
middle man Many of these issues like the data
issues, and other issues such as SBT technology
are not your fault BUT the buyer doesnt seem to
realise that AND even if they do you are expected
to find the solutions The Solutions present
market requires the TMC community to work
quicker, closer and more openly with other
suppliers and buyers to provide solutions.
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10 Buyer Snapshot Common Themes

Expand their offering and demonstrate worth as
with emerging technology we will not need
them Communication illustrates that TMCs
have to be more vocal about the issues they face.
Stop trying to pretend that everything can be
done ( RFPs). The buyer thinks it is
easywhether thats true or not it will
influence behaviour
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Summary What really matters
Tailoring your service where its needed at a
fair price Operating slick processing at a low
price Working with the right partners /
content Operating flexible technology Ensuring
staff understand the capabilities/limitations of
technology Lobbying to ensure fair inventory
access and/or good technology Joined up thinking
between sales, account management and
ops Appropriate reporting Communicating issues
within the industry to buyers Working to find
solutions in partnership with other suppliers
More consultancy across security/compliance/SBTs/
change management

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Summary What really matters

evolution for your survival step up to Travel
Management Consultancy
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• Thank You
• Any Questions ?