EyeforTravel Research Case Study
Experimen�ng with push & pull
models
“Mobile is a strategy not an experiment and there is a key aim to serve customer needs and drive adop�on
of not only mobile offerings but all company travel tools. Mobile offerings have to support core business
goals. ” - Simon Tam, SVP Product and Technology, Egencia
THE PUSH MODEL THE PULL MODEL
Egencia On-The-Go Alerts Egencia On-The-Go Mobile Portal
Egencia recognised that their customers would First phase: to provide informa�on that is useful
benefit from on-the-go alerts no�fying them to the traveller and accessible via the mobile de-
of flight delays, cancella�ons, all that �mely vice. Certain features from the Egencia website are
informa�on that is crucial to have when you are available through the mobile portal.
‘on the road’ and do not have access to a laptop.
Target audience:
Target audience : The portal is considered very useful to both
Corporate travellers themselves as well as the travel travellers and travel arrangers. Egencia recently
managers. launched the travel academy to teach arrangers
about how corporate travel works and the ben-
Benefits to the corporate traveller efit for arrangers is that the mobile offering helps
Easier for them to access info on the weekends them to be more closely linked to the traveller and
and while travelling without being chained to they can stay in the loop. If they are going to be
their laptop. With the click-to-call feature it means responsible they need to be provided with
they can avoid having to call their EA and can get informa�on they can react to.
service immediately.
Benefits to the corporate traveller
Does the service go beyond no�fica�ons? Corporate travellers like informa�on but don’t
At the moment you can’t actually book or change really like to fix problems. Egencia strategy is
flights through the service but there is a click to call complete integra�on between offline and online.
service which gives direct access to an agent. In this Seamlessly synchronised, no difference or delay.
first phase, the op�on to book is not focused upon, Mobile allows the arranger to be completely in
they are more interested in providing the informa- sync with the traveller.
�on that is most useful to the traveller. Any type of
important messages will be included with their i�n- What is the portal interface?
erary. There is no download required, it is a mobile
op�mised impression of the Egencia website.
What have the results been like? No app or widget. On the portal you can look at
With alerts, adop�on has increased in the last sev- current trips, with all relevant informa�on, flight
eral months. Traveller enrollment has increased by status, customer service informa�on, click to call
33% in the last quarter and the number of i�nerar- for your team. Trip approvers can also approve trips
ies tracked has doubled in the last six months. while on the road. You cannot actually modify a trip
through your device right now.
Going forward?
Egencia on the Go is s�ll as it was when it was Egencia has realised that because of the resolu�on
first rolled out but Egencia has plans to roll out capability of mobile devices, informa�on only goes
addi�onal func�onality in the near term. so far. So, unless they ensure it’s easy to use and it
works within the way that a business traveller ex-
periences the travel process, the expect a lack of
adop�on.
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