This page contains a Flash digital edition of a book.
The Knowledge > Corporate case study


How to... DRIVE OUT PROCESSING COSTS


Hyder Consulting has driven down costs by streamlining back-office processes, namely hotel billback and VAT reconciliation. Gillian Upton has the detail


Chris Pullen HEAD OF FACILITIES & PROCUREMENT, HYDER CONSULTING Chris has over 20 years’ experience in travel and related industries which include working for a TMC. Hyder is a multinational advisory and design consultancy with particular specialisation in transport, utilities, land development and building. Chris was initially responsible for travel and car fleet at Hyder but was asked to establish a central procurement function three years ago. During the last year she been promoted to head of facilities and procurement for the UK Region of Hyder.


INDUSTRY observers agree that 2012 will be marked by yet more cost cutting and austerity measures. Finding areas that haven’t already been slashed will be the challenge for travel managers as they seek to satisfy their board. “In 2012, travel budget cuts are possible but we’ve gone as low as we can go,” says Chris Pullen, head of facilities and procurement of one company that is now looking into back office processes to make more savings. Pullen heads up travel at design civil engineering consultancy Hyder Consultancy and runs a tightly- managed travel programme for its mainly domestic engineers. Pullen has switched its focus to back-office processes to gain extra savings. She focussed on two areas that


were soaking up too much internal resource: the manual process of hotel billback and VAT reconciliation, and one area of cost, merchant fees from credit card usage. Hotel billback has long been a thorn


in the side of corporates. To be able to reclaim the VAT element, the hotel invoice must include the legal entity of the company that’s paying the bill; guests have to leave the hotel with a valid VAT invoice quoting the company name and address. Invariably, the invoice is made out to


the address the guest gives at check- in, which is often their home address. Travellers in a rush in the morning of departure often don’t have time to


wait for a correct invoice. But with VAT now at 20 per cent it has become a major issue. Read on for how Hyder Consulting tackled all three areas successfully and is now beginning 2012 with more confidence.


Step 1 Hyder issued an RFP to find


a company that could deliver on the company’s clear goals and, in a two- way final race, hotel booking agent Inntel won the account in December 2010 and commenced work in


January 2011. “We’re not into swapping suppliers but we found Inntel to be very customer focussed and able to go the extra mile,” says Hyder’s Pullen. “Chris knew what she wanted and


gave us a clear cut brief,” says Jane Dibble, director of business develop- ment at Inntel. Heading up the account at Inntel is Justin Bullock, ironically the Hyder account manager at the incumbent agency. It was handed back to him when he joined Inntel.


6 I THE BUSINESS TRAVEL MAGAZINE


BIGSTOCKPHOTO.COM


Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32  |  Page 33  |  Page 34  |  Page 35  |  Page 36  |  Page 37  |  Page 38  |  Page 39  |  Page 40  |  Page 41  |  Page 42  |  Page 43  |  Page 44  |  Page 45  |  Page 46  |  Page 47  |  Page 48  |  Page 49  |  Page 50  |  Page 51  |  Page 52  |  Page 53  |  Page 54  |  Page 55  |  Page 56  |  Page 57  |  Page 58  |  Page 59  |  Page 60  |  Page 61  |  Page 62  |  Page 63  |  Page 64  |  Page 65  |  Page 66  |  Page 67  |  Page 68  |  Page 69  |  Page 70  |  Page 71  |  Page 72  |  Page 73  |  Page 74  |  Page 75  |  Page 76  |  Page 77  |  Page 78  |  Page 79  |  Page 80  |  Page 81  |  Page 82  |  Page 83  |  Page 84  |  Page 85  |  Page 86  |  Page 87  |  Page 88  |  Page 89  |  Page 90  |  Page 91  |  Page 92  |  Page 93  |  Page 94  |  Page 95  |  Page 96