FCM’s innovative approach to servicing and travel management solutions enabled Estée Lauder to develop and implement a tailored and highly successful travel program.
Here’s how we made it possible...
FCM Travel Solutions South Africa has been managing the travel program of makeup, perfume and skincare giant Estée Lauder Companies since 2012. FCM uses a tailored approach to servicing Estée Lauder, including two FCM employees that work in-house for the company and have in-depth knowledge of Estée Lauder’s requirements and culture.
FCM took over the Estée Lauder account from sister business travel brand Corporate Traveller. Corporate Traveller, which is Flight Centre Limited’s business travel brand for the small to medium customer market, acquired the account in 2010. After a period of rapid growth and change for Estée Lauder, it was identified the client would be more effectively serviced by FCM, which offers a broader range of travel management solutions such as in-house travel manager services.
The biggest challenge Estée Lauder experienced before having an in-house FCM travel manager was communication. This included external and internal communication. The company was looking for a travel provider that was open to building and maintaining close and multi-level relationships as part of their travel arrangement.
Additionally as Estée Lauder’s travel needs increased, the company required a travel provider that could provide a broader range of more sophisticated products and deliver high quality, personal service despite rapidly rising travel volume.
One of FCM’s key service solutions was to implement two in-house travel managers at the make-up giant’s head office in Kyalami, Gauteng. These travel managers work exclusively for Estée Lauder, managing all of their airfare, hotel accommodation and ground transport bookings. With the help of FCM’s head office in Johannesburg, FCM also provides full account management services, reporting and strategic program management.
By having an FCM travel manager onsite Estée Lauder is now able to better communicate their travel needs with personal, on-site service. An FCM in-house also provides Estée Lauder staff with the opportunity to have face-to-face consultations and seek advice on how to drive travel program change internally through effective communication. Traveller feedback on product is also used to ensure FCM is offering the most suitable air, hotel and car hire product for the client’s needs.
Benefits of in-house travel management
- Provides FCM with a comprehensive understanding of the company’s unique needs, issues, work ethic and branding. This means Estée Lauder receives flexible service that is uniquely shaped to suit their needs.
- Supports booking efficiencies, accuracy and expedites approval processes.
- Ensures travel program changes proposed by FCM are implemented quickly and by the correct person. This means best practice travel management is implemented quickly for immediate cost savings.
- Assists FCM and Estée Lauder to develop multi-level relationships.
- Ensures FCM, through its retail network, can provide the best deals to Estée Lauder’s leisure travellers.
“The decision to move Estée Lauder into FCM, which could offer the company flexible servicing solutions, more sophisticated travel management solutions and a more customised approach to travel management ensured the needs of this client could be met. For clients like Estée Lauder that have very specific travel requirements, ‘customisation’ is key to being able to create and deploy a travel program that delivers value, savings and return on investment.”
Robyn Van Staden General Manager, FCM Travel Solutions South Africa.