EXPERT RESOURCE AT A CRUCIAL TIME
The S&P Global case study
WHEN S&P GLOBAL WAS FACED WITH A COMPLEX AND HIGHLY IMPORTANT TMC PARTNERSHIP ROLL-OUT, THEY NEEDED TO MAKE SURE THEY HAD THE RESOURCES, PROCESSES AND EXPERTISE IN PLACE TO EFFECTIVELY MANAGE IT. THEY APPOINTED FESTIVE ROAD TO SUPPORT THEIR GLOBAL IMPLEMENTATION AND HERE’S HOW IT TURNED OUT...
S&P Global is a business intelligence technology driven organisation operating in 31 countries with 8,000 travellers worldwide.
When they undertook a TMC RFP and consolidated their suppliers to one Global TMC they needed to draw on additional project management resource for the implementation to ensure they got it right.
To guarantee a smooth transition required additional buyer-side knowledge with a deep understanding of the objectives, cultures, and nuances of travel management, specifically operational excellence.
“The implementation of our new, global TMC came at a time when there were so many other projects going on too, including the implementation of the data management strategy. So, to have someone I could rely on was really important to me and our business.
A new TMC is a very high-profile change to our travellers’ user experience and with travel such an emotive subject it was very important to ensure a smooth rollout, communicated well with an effective feedback loop to trouble shoot situations as they arose. Getting it right would set the platform for future travel management excellence. Get it wrong and our travel management function would be getting a great deal of attention for all the wrong reasons.”
Director, Global Travel & Meetings - S&P Global
EXPERT RESOURCE AT A CRUCIAL TIME
A GLOBAL VIEW
Experience resource to deliver an ambitious,
global roll out
The Issue: Newly appointed into the role of Director, Global Travel & Meetings at S&P Global, Ann completed the TMC RFP, operational site visits, Executive sign off and the appointment of their new TMC within the first four months in the role. As a high profile, strategic project, appointing the TMC was only the beginning. S&P had experienced sourcing teams, but no-one with deep category knowledge in Travel to operationalise the programme, which is the crux of a highly effective travel programme; unless you can operationalise it, all of the benefits of the new partner and negotiated contracts are worthless.
The Solution: FESTIVE ROAD applied a structured project management approach, robust documentation, and detailed, accurate activity tracking. Subject matter expertise and a highly communicative approach was applied to ensure the roll out of the new global, standardised programme within the set implementation timeframe, and minimal disruption.
The Result: The programme rollout was achieved within the timeframe and the resulting adoption level to online booking was at over 80% from the get-go. The implementation itself received praise from the S&P Global stakeholders.
MANAGING CHANGE IS CHALLENGING
Taking ownership of the relationship
The Issue: S&P Global have a complex global programme. The complexity level was something new for their newly appointed TMC, who were implementing changes to their own internal implementation process at the same time. S&P Global needed someone independent to own the project from both sides and orchestrate a successful outcome.
The Solution: FESTIVE ROAD acted as a critical peer to Ann, listening to what she was experiencing and helping her to articulate her needs to the TMC. With so much taking place at the same time, having someone independent to mediate between both parties was the only way the project would be delivered effectively in the time needed.
The Result: Taking ownership of an effective implementation and efficiently operationalising the programme has meant that Ann built high levels of trust at S&P Global. Her understanding of the importance of a smooth rollout, and the resultant need for independent, external support, at a time of other business priorities has resulted in senior leadership respect in the early days of her tenure. That has resulted in an environment where Ann can more easily build cases for further change and innovation.
MANAGING MULTIPLE PRIORITIES
Building trustworthy partnerships
The Issue: S&P Global were going through significant transformational change themselves as part of a new, technology driven culture at the same time as they were appointing their new TMC. Ensuring there was a trusted structure and methodology to manage the huge implementation project was an absolute must-have.
The Solution: FESTIVE ROAD provided an independent and dedicated resource who would confidently challenge both parties. The roll out of the project allowed S&P Global to focus on a multitude of additional priorities that the travel programme was dealing with too. FESTIVE ROAD not only had to be reliable, they had to be trustworthy as well and that meant being honest about the challenges to S&P Global as well as the TMC.
The Result: Right from the beginning, S&P were struck by the authentic, and collaborative approach that the FESTIVE ROAD team brought to the project. The honesty in the approach ensured issues were resolved quickly, always with a focus on what was needed to solve the challenges a global implementation with a new partner would naturally face.
“It is incredibly comforting to work with smart, articulate, well-seasoned industry professionals. It’s like this great mind where everyone brings their expertise to the table – especially on the buyer side. They understand where their clients are coming from; they’ve lived those same frustrations and challenges and they see what the opportunities are. You’re working with other professionals who have walked in your shoes. The knowledge and insight, creativity and diversity that FESTIVE ROAD brings is so completely refreshing and different from the other consulting agencies.”
S&P were looking for an experienced consultancy team with a global view to successfully manage the implementation of their new TMC. It was a high profile project and a complex programme so industry experience and robust project management methodology was critical to make this happen.
Within the agreed implementation timescale, S&P Global had implemented 31 countries (from an initial 12) and within the first 3 months online booking adoption was at 80% globally. S&P Global are a young technology company* and 60% of their workforce are millennials, so being able to self- service was a huge benefit and very well received, highlighting big changes in the travel programme, which aligned with the new digital vision of the company’s Finance leadership.
To speak to Ann about her experiences with FESTIVE ROAD and the support S&P received to implement their new TMC, or to talk to one of the FESTIVE ROAD team contact firstname.lastname@example.org.