www.buyingbusinesstravel.com
KPIs
one easy-to-use dashboard, issues such as traveller tracking, complaints and commendations can easily be managed online. By tracking these indicators accurately and with consistency, our performance can be measured with confidence.” Traveldoo is developing its dashboards, too. Julian Mills says: “We are working on expense management dashboards. They will feature a series of KPIs to monitor T&E [travel and entertainment] spend, budget, reporting activity and compliance. They also help measure process efficiency by looking at claim processing times.” Hillgate’s Munsey says that
anything that can help with cost control is proving popular as a KPI – how far trips are booked in advance, out-of-policy reporting and online-compliance reporting. “We are not just looking at top routes any more,” he says. “Having pre-trip insight has immense value. Historically, KPIs
“The way of doing reporting today is like riding a horse-and-cart next to a Pendolino”
were in place to measure what clients had done – now it is about what they are going to do.” Munsey says that linking the reason for a business trip and the amount of time in advance a trip has been booked is proving useful, too. “If we look at a list of trips that have been booked, and the reason for travel is to attend a conference but it has only been booked four days in advance, then maybe you should look into that.”
He also believes travel KPIs should go beyond things such as online booking compliance and advance purchase, and look more at wider business objectives. “Very often KPIs were based around success – now they are more about what more could we be doing, and how else can we use information provided,” he says. “If a sales person is spending £500 on a ticket and accommodation, but winning an order for £50,000, there is logic to the outlay – but quite how we would be able to get that information about the end order, I don’t know.” The Data Exchange’s Susan Hopley agrees. She says: “Travel is a vital component of sales and customer service, and there are so many ways a competent travel manager can contribute to this effort to support
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