Netherlands

 

Account Management

CWT owes her excellent position in the Dutch market mainly to her professional team of account managers, who are experts in travel management.

 

Our objective is to lower the total costs of a travel program. To achieve this, we apply our proven successful “Total Cost of Travel Model”. This model has been developed to actively reduce travel expenses by segmenting them in 3 main components: supplier costs (air-, rail tickets, hotel, etc), transaction costs (agent) and process costs (internal travel related costs of the client).

 

Basic consideration is to realize joint objectives in terms of quality, processes and financials. But also to pro-actively inform about market- and technological developments, purchase management, development/monitoring client’s travel policy, booking procedures, deploying technologies and generating/analysing of reports. These activities are only effective when they are mutually attuned and deployed to realize the client’s objectives.
By monitoring and supplementing continuously, we are able to lower the total travel expenditures.

 

The tasks of an account manager are defined and executed in consultation with the client. These tasks can involve, but are not limited to:
  • Formulate and monitor a long-term Business Plan
  • Keeping periodic Client Reviews focusing on the current travel program and future developments
  • Advise on- and implementation of an Online Booking Tool
  • Formulate and monitor a client specific Service Level Agreement
  • Yearly Customer Satisfaction Survey

 

For the above, Account Management uses for example:
  • CWT Program Management Center: a web-based product which gives access to all the necessary information to simplify, optimise and prioritise a clients travel program.
  • Diagnostic Tool: a product where eight aspects on a detailed level are being evaluated to be able to point out improvements on service, savings and security.
  • Incident Reporting: in case of national, regional or worldwide incidents or disasters CWT will provide an overview with names, travel itineraries and locations of travellers, based on reservation details.
  • CRM: internal global database containing client specific information.