Standard Chartered Bank’s success story

Championing change management


As an international company with offices in London, Singapore, New York, Hong Kong, India, and China, Standard Chartered Bank (SCB) needed a global travel management company (TMC) that had the expertise to meet their growing needs.


After being with their previous business travel provider for over 20 years, the switch to Carlson Wagonlit Travel (CWT) meant that SCB staff were required to move away from familiar processes and learn new ways of booking business travel.


Effective change management was crucial in order to make the switch over as painless as possible.


First-class focus group


To give SCB staff a voice, a focus group of ‘travel champions’ was set-up as a discussion forum. This proved vital in allowing questions to be answered about SCB’s decision to change travel management companies (TMCs) and to gain a better understanding of the new travel booking processes.


The success of the forum resulted in the focus group becoming a regular feature, providing a platform for SCB travel bookers to gain knowledge and understanding of the full range of services available to them from CWT and their supplier partners.


Significant success


Over the past few months, the focus group has achieved the following improvements:

  • Better communication through quarterly meetings; access to direct mail shots; supplier bulletins; and a slot on the monthly newsletter
  • An updated SCB internal travel website, with regular posts that help keep travellers and bookers informed
  • Increased CWT branch opening hours to accommodate personal assistants working hours
  • Attendance by one preferred supplier at every focus group to heighten booker knowledge