She says her ideal app would be “one that
would act as a suite, and from that I can go into other tools and services.” Hefferan is not alone in the pursuit of a
single, easy-to-use mobile service. Micro- soft travel technology manager Steve Clagg has also worked with most of the current tools in the market. He is also in a unique position because he gets his hands on many products through his labs, to test and gauge feedback on the technology. He highlights the “fractured landscape” whereby travellers have to use a “soup of apps”, such as map-based ones for directions and supplier-specific ones for notifications and loyalty schemes. “What’s missing is coherence, a level of unification and sim- plification,” he says. While bigger TMCs and technology providers try to address the situation, he believes it’s the smaller players that are the ones to watch because of their more singular focus on the issues and ability to move more quickly. One trend is a rise in white-label apps that have the look and feel of the company and are starting to bring together some of the services as well as providing corporates with a level of customisation.
PLANNING STRATEGIES All these existing challenges might partly explain why, according to GBTA Foundation and Carlson Wagonlit Travel research, most corporates (69 per cent) say they do not have a mobile strategy within their travel pro- gramme. But travel managers say they see benefits in implementing mobile in terms of traveller engagement, compliance and reducing off-policy spend. And most state they are planning a mobile strategy in the next two to three years. KPMG’s Hefferan also points out that part
of implementing a mobile strategy is think- ing about newcomers such as Airbnb and
Mobile developments
EGENCIA HAS RELEASED A WATCH APP enabling travellers to manage trips via an Apple Watch or Android Wear. The app aims to act as a personal assistant with real-time updates, maps and ground-transport options. It enables users to switch between Egencia apps across different devices, too. Travellers can also get in touch with a consultant with a single tap. Sabre has integrated its Synxis hotel reservations system with its Tripcase mobile app. The development enables
hotels to communicate with travellers before, during and after arrival at a property. It also enables hotels to personalise messages and offers to travellers. Traveldoo and Gray Dawes have partnered to provide a travel and expense tool, which is part of the Gdbookonline platform. The partnership also includes mobile technology. Corporate Travel Management (formerly Chambers Travel) has added a Smart Trip app to its offering. The app enables itinerary
management and provides access to flight information and boarding passes. Travellers can also use the app for in-trip messaging as well as booking services, including airport parking and restaurants. KDS has unveiled KDS Neo Move, a travel assistant and expense management app. The service extends the KDS Neo timeline functionality to mobile and aims to provide travellers with real-time, location-based information. It also enables travellers to scan receipts and access other travel services such as taxis.
mystery to many, with travel managers re- alising that travellers need it but don’t really know what to provide. He also says some wonder if they need to provide anything in terms of mobile because of the perceived ecosystem of apps already out there.
SUPPORT AND INFLUENCE Mobile specialists believe there is an increas- ing expectation from corporates for TMCs to be able to support the mobile channel. Fergal Kelly, chief commercial officer of Mobile Travel Technologies (MTT), says: “Corporates are very focused on how to in- fluence, support and inform their travellers
“There is an expectation from corporates for TMCs to be able to support the mobile channel”
Uber, and how to provide direction on them while covering the due diligence require- ments when working with new suppliers. “I can provide high-level direction within the policy with the do’s and don’ts, but we need to find ways to incorporate these things as well as assess how big the demand is and ask what they are going to do for me,” she says. “We need a dialogue. They are targeting the consumer but there are certain things we need to have in place as a company.” Clagg, who sits on the GBTA technology committee, says mobile remains a bit of a
68 BBT November/December 2016
and the best means to do that is to ensure they have good mobile capability.” He adds that companies want tools that help with compliance and to be able to manage their policies – and control through mobile in the same way as they do through a booking tool. That begs the question of whether current
mobile tools help when it comes to compli- ance. Hefferan says they do and adds that by supplying travellers with the information they need while on the go, it’s easier for them to see what’s in policy. “We want travellers to think as if they’re spending their own
money, and make sure they’re making the right decisions. Tools can provide them with the right information. Travel is very complicated so it’s not just about the poli- cies – we can provide clarity with the tool so it’s a good way to make sure the traveller is being compliant.” But the research also highlights a deeper
issue around corporate policy – should mobile fit the policy or should the policy be adapted for mobile? This is an issue that has been raised often in recent years in discussions around not only mobile, but millennials. MTT’s Kelly says that although much of
the capability out there fulfills most of what corporates require, they do need to think about regulation versus information. “It’s policy and control versus allowing people to make the right decision, so there’s quite a wide divergence of opinion,” he says. According to Clagg, Microsoft has gone
through a massive simplification of its policy in the past year – which feeds into Hefferan’s point about smart decisions. Clagg says: “When it comes down to travel policy control, Microsoft has been all about en- abling the individual and being focused on user choice. The need for high control is not there; what we need is intelligent choices.” Jeroen van Velzen, founder and chief
executive of Roadmap, a customisable app for frequent travellers, echoes some of this sentiment around travel policy. He feels that
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