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AmEx shows how to compete with online agencies
Friday, 15 Mar, 2006
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American Express Business Travel reported more than $470 million in North American signings in the first two months of this year, demonstrating companies can successfully compete with online travel agencies.
Of the more than 120 new clients signed up by American Express, 30 were won in direct competition with an online travel agency. Another five accounts were won from a single online travel agency incumbent.
Said Andy McGraw, senior vice president and general manager:
“Our singular value proposition as the world’s only truly global, wholly-owned expense management company continues to set us apart.”
Some key initiatives:
- The implementation of intelligent call routing technology across geographic regions allowed call volumes to be better managed at lower costs.
- The company collaborated with interactive partners to broaden search parameters to include new categories of content.
- Point-of-sale technology expanded inventory access to include more Web sites and third-party inventory.
- Information management upgrades included completing the launch of TrackPoint, a desktop, web-based application available to travel managers for real-time traveler tracking.
- Listening tools enhanced travel counselor performance management devices to aid the oversight of service delivery and help ensure traveler satisfaction.
Report by David Wilkening
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