M104 Optimising Online Usage

1
M104 Optimising Online Usage

• Park Suite
• Monday, 24 October
• 11.45-13.00

2
M 104 Optimising Online Usage
3
Optimising Online Usage Introduction

• Alex Bruce, Director of Facilities Services,
  Merrill Lynch
• Philippe Darson, Director, Corporate Travel
  Services, EMEA-APAC, Bristol-Myers Squibb
• Richard Darley, European Travel Manager, Eli
  Lilly
• Marcos Isaac, Director, Corporate and
  Distribution Channels, Amadeus
• Brannon Winn, Director, Account Management
  Partnerships, GetThere EMEA

4
Case Study Snapshot Merrill Lynch

• Volume of TA ratio identified applicable for
  Online
• Territories
• Start date, adoption target, achieved adoption to
  date
• Five main success drivers

5
Case Study Snapshot Bristol-Myers Squibb

• 20000 estimated air bookings per annum of which
  56 are applicable for Online
• Dates of implementation
• 2004 UK (9/04) , France Germany
  (11/04)
• 2005 Italy (02/05) Belgium
  (03/05)
• Expected adoption rate target is 65 of the total
  of all transactions
• Ytd Sept 2005 adoption rate is 52 for these 5
  countries altogether
• Five main success drivers
• Good pre-implementation
  communication
• Day to day follow-up with users
  TMC of reported issues
• Daily follow-up of adoption rate
  pre-determined metrics
• Excellent support from Senior
  Management
• One fully dedicated project
  coordinator

6
Case Study Snapshot Eli Lilly

• Air spend 25m groups a further 10m
• 2 TMCs Get There in local language 3 GDS
• Target 50 after 12 months each country
• 2004 - UK 50 NL 30 2005 FR 13 3 m
  ES 12 5m DE 20 2m BE just live (10-15).
  IT, DK, CH in pilot. (Large Groups excluded
  for adoption rate targeting purposes)
• Five key success factors
• System functioning correctly
• Management support
• Internal marketing campaign
• Dedicated Project Manager
• Persistance

7
In conclusion self-service is

• big but we are only at the beginning of an
  adoption curve.
• not only about saving money
• increasing loyalty, not destroying it
• international and inter-generational
• blurring the borders between business and leisure
  
• all about simplicity
• about giving everyone what they want

8
Adoption Drivers
9
THANK YOU FOR PARTICIPATING !
Help Us Serve You in the Future Please
Complete the SessionEvaluation Form
Future ACTE Global Education Conferences
Atlanta May 7-9, 2005BarcelonaOctober 22-24,
2005Mark Your Calendar!
Visit WWW.ACTE.ORG In the Cyber Café forNews
and Information On ACTE Events in Your
RegionForums-Powertalks-Webcasts