《BNT Group：2022年前瞻性差旅经理需要关注的5个成功指标（英文版）（9页）.pdf》由会员分享，可在线阅读，更多相关《BNT Group：2022年前瞻性差旅经理需要关注的5个成功指标（英文版）（9页）.pdf（9页珍藏版）》请在三个皮匠报告上搜索。

1、5 Success Metrics for Proactive Travel Managers to Watch In 2022SustainabilityROI of TravelTraveler Well-BeingTracking and Managing Costs Automating Expense Reporting2 5 Success Metrics for Proactive Travel Managers to Watch In 2022TRACKING AND MANAGING COSTS Not surprisingly,as the global travel ma

2、rket recovers from the pandemic,costs are surging in destinations and in all supplier segments.As summarized in BTNs 2022 Corporate Travel Index,which tracks per diem business travel costs in 200 cities worldwide,“In 2022,the outlook for every region is higher costsquite a lot higher.”The report con

3、cludes that“travel costs largely are projected to rise throughout the year,thanks to environmental,economic,social and geopolitical drivers that are outside corporate travels more typical buyer-supplier dynamics.”As business travel prices surge,companies and travel managers are simultaneously faced

4、with pent-up demand to travel.Many road warriors are eager to hit the road to meet with existing and potential clients.And,despite executive predictions that internal travel would be the last to return in force,there has been a surge in face-to-face meetings between employees in the first half of th

5、e year,as organizations struggle to rebuild trust,connections,teamwork and corporate culture in a business environment where hybrid and remote work patterns are now entrenched.According to a global survey conducted by Oxford Economics this year,business travelers who work remotely all or some of the

6、 time reported that their employer encourages them to travel to engage with other team members in person(38%);to attend training sessions in person(32%);to attend in-person company,department or team celebrations(29%);or to meet with their manager or supervisor in person(20%).As the business travel

7、industry recovers in this fluid environment,travel managers are incorporating a variety of strategies to balance demand with budget restraints,including driving compliance,employing dynamic policy to respond to fast-changing condi-tions,and capturing unused airfare.Tate advocates tracking the two me

8、tricsnumber of trips and cost per tripas part of a business travel demand management strategy.“You can lower the number of trips but double the cost per trip and not make a dent in lowering costs overall,so you need to find the right combination,”he said.Both metrics are being used at the Bill&Melin

9、da Gates Foundation.“As weve transitioned from essential-only to more permissible travel,we have been reporting weekly transaction volumes to our leadership by fulfillment location,”said As organizations grapple with myriad business complexities in todays unique environment,travel managers face new

10、challenges,but also new opportunities to expand their role and influence.“There has been an elevation of the travel managers role since the pandemic,but there is also more scrutiny and a new convergence of technologies and information that must be managed and that travel buyers are now central to,”n

11、oted Will Tate,a partner with GoldSpring Consulting.This report provides an overview of key areas where tracking measurable results is foundational to enhancing the evolving role of the travel managerand to developing a successful travel programin this pandemic recovery environment.Metrics that can

12、boost the success of travel programs include hard costs,sustainability,the return on investment of business travel,traveler wellbeing and automating expense reporting.13 5 Success Metrics for Proactive Travel Managers to Watch In 2022Pam Massey,deputy director of global travel.“We are also monitorin

13、g average ticket prices more frequently so that we can inform our budget owners when we see significant variances.”Still,dont neglect overall program costs.Real-time data anaylsis and other tools available in end-to-end travel solutions can help monitor those high-level costs and keep them under con

14、trol.Traveler rewards programs,for example,incentivize travelers for making choices that save the company moneyan option that many companies have used to lower their overall costswithout cutting travel.Rethink commercial models The commercial model travel managers have inked with their suppliers,whe

15、ther based on a transactional or management fee basis,is another area to explore to stretch travel budgets.“Commercial models are a way of reducing hard costs,or at least aligning them more with the future,”said Ellis.“For all the different types of providers in your program,consider how they charge

16、 now and how they should charge in the future.I think they are all open to talking about this,”she added.“Whether they will do a new and creative commercial model is another story,but it is forcing some different think-ing.We have seen some interesting and creative commercial models come about.”As s

17、he noted,“Changing up your commercial agreements is not going to have as much of an impact as a reduction in travel,but it will help,and it will make more sense for both you and the supplier.If its a partnership,both of you have to win in this situation.”Another place to look:Commercial models that

18、charge for every transaction and service call.While the baseline program fee will likely be lower,assess how much transactions and support will cost.Those fees add up quickly,so consider a flat-fee model instead,which can save considerable money over the course of a year.Aggregating data for effecti

19、ve metricsAs with other metrics,setting benchmarks and tracking the impact of cost-cutting measures is only effective when customized to the goals and conditions of an individual organization.At Smartsheet,an increase in the companys employee base has meant 2019 volume and program costs are of littl

20、e use as starting bench-marks.The company has added almost 1,000 employees since 2019 and expects to add another 500 to the workforce this year.“Weve grown and rates have increased,so we can use our 2019 budget as a guide,but not as a benchmark,”said Michelle Amos,global travel manager.“We are allow

21、ing people to book within policy and not be concerned from a budget stand-point unless we see some kind of anomaly.”To develop realistic benchmarks,Smartsheet is automating its expense tracking by implement-ing a data aggregator provider that will combine TMC data and expense reporting data.Metrics

22、derived from that process will enable Smartsheet to position 2022 as a baseline year in terms of trip volume,budget and program costs.Even more efficient is an all-in-one solution,which makes travel and expense dataand real-time reportingpart of its core offering.Some travel management providers hav

23、e developed tools and toolkits to help travel managers in dealing with increased costs,including TripActions downloadable guide on how to scale travel and expense policy.“Commercial models are a way of reducing hard costs,or at least aligning them more with the future.”Lora Ellis,Festive Road4 5 Suc

24、cess Metrics for Proactive Travel Managers to Watch in 2022SUSTAINABILITY Sustainability is a hot topic in the business travel industry,and its been pushed to the forefront by a number of key drivers.These include pending U.S.Securities and Exchange Commission(SEC)mandates around emissions reporting

25、,as well as investor,employeeand potential employeevalues and concerns about corporate responsibility in the battle to mitigate climate change.“Employees are much more aware of their carbon footprints,and meeting the needs and demands of employees is so important right now,”said Jenny Sabineu,Salesf

26、orces manager of travel services.“Employees want to get involved and understand what climate action we are taking as a company to minimize any negative impact on the planet and have the tools and visibility to make sustainable travel choices.They also want to work for a company that aligns with thei

27、r values.”Despite the sense of urgency,most organizations have not yet developed sustainability policies and practices for their travel program.According to a 2021 Global Business Travel Association(GBTA)survey of 220 travel managers in the U.S.and Canada,while six out of 10 companies have an organi

28、zational sustainability policy in place,only three of 10 have a policy that includes business travel.“Sustainability is critically import-ant,and its at the top of the list for many of our clients,”said Lora Ellis,a consultant with Festive Road.“They are in different phases of pulling sustainability

29、 into their travel program,but all of them feel a sense of urgency about it today.”Getting started with benchmarks to base metrics on can be challenging,however,as industry-wide sustainability benchmarks for suppliers are not currently available,according to Tate.Still,most airlines offer customer-f

30、acing dashboards that travel managers can use to track their organiza-tions emissions from air travel.And increasingly,Travel program success metrics around sustainability are tied to broader company strategies2Sustainability benchmarks,goals and metrics for business travel programs are highly indiv

31、idualized,as each organizations overall sustainability strategies and targets are in very different stages.Smartsheet:Just starting outSmartsheet is in the initial stages of developing sustainability goals and metrics for the entire company,including its travel program.“We are just starting an ESG(e

32、nvironmental,social and governance)program,looking at all facets of Smartsheets business and our footprint,not just in travel,to determine where we can be more socially conscious,particularly around sustainability,”said Michelle Amos,global travel manager with Smartsheet.“As we continue to develop m

33、etrics for our corporate sustainability program there will be more education provided to travelers company-wide,not just one-on-one from my engagement with them.”Bill&Melinda Gates Foundation:A decade of emissions trackingThe Bill&Melinda Gates Foundation has been tracking and reporting the companys

34、 travel carbon footprint since 2012,when it set 2020 sustainability goals.“It has been important to track our carbon footprint,so we could measure actuals against our goals and reach our initial goal to reduce per-employee business travel by 10%by 2020,”said Pam Massey,the Foundations deputy directo

35、r of global travel.The organization met that goal,set a new sustainability goal for 2030,and is now in the process of enriching tracking and reporting to increase accuracy around sustainability metrics for air,lodging and ground travel.“We are currently developing goals,benchmarks,strategies and act

36、ions for business travel using a combination of stakeholder engagement,best available science,emerging best practices and innovations,and qualitative and quantitative analysis of impact,feasibility,cost,mission alignment and other factors,”said Massey.Salesforce:A single focus on tracking air travel

37、 emissionsFor 2022,the Salesforce travel team is currently just tracking air travel emissions.“To drive greater accountability,part of our executives compensation program will now include environmental,social and governance goals,”said Jenny Sabineu,Salesforces manager of travel services.“One of tho

38、se key measures will focus on reducing air travel emissions.For us,that means focusing on awareness and education as well as identifying and reducing non-essential travel to make sure that the travel we continue to do is truly essential and purposeful.”5 5 Success Metrics for Proactive Travel Manage

39、rs to Watch In 2022travel management companies are introducing sophisticated analytics to help clients not only track,but also budget for carbon offsets.Some even include carbon emissions in the booking process,making it easy for travelers to assess the impact of each flight.It is noteworthy that no

40、t all suppliers offer such options,and those that created travel management solutions by integrating TMC and OBT functions from the start have a decided advantage in developing emission metrics tied to bookings.Metrics on sustainability efforts of hotels are par-ticularly complex and difficult to st

41、andardize,Tate noted.But green building certification,with LEED certification as the gold standard,can at least provide a benchmark for hotel sustainability.Emissions reporting is on the horizonGreenhouse gas emissions are a key sustainability metric many travel managers need to understand and track

42、.In March,the SEC approved what was described in a Washington Post article as“a land-mark proposal”to require all publicly traded com-panies to disclose their greenhouse gas emissions and the risks they face from climate change.Under the proposed SEC rule,all publicly traded companies would be requi

43、red to disclose their climate-related risks in financial reports and explain how those risks are likely to affect their business and strategy.In May,the SEC extended the public comment period until June 17 for this proposed rule.A final ruling is expected in late summer.If approved,the reporting req

44、uire-ments would be phased in starting in 2023.“In the very short term it will be a requirement to include actual emissions metrics in annual reporting;they will be audited,and companies will be held to exactly the same standard of impor-tance as for their financial numbers,”said Neil Hammond,a part

45、ner with GoldSpring Consulting.Tracking toolsA majority of travel managers(70%)currently rely on their TMC or online booking tool provider for the required information and reports to deliver on sustainable travel expectations,according to BTNs Sustaining the Future Report.Just under 16%have inked di

46、rect relationships with carbon calculator technology providers,and 17.5%work with a third-party consulting company that has expertise in sustainability.Smartsheet global travel manager Amos said the companys travel management company provides her with information on the carbon impact of flights,and

47、is continuing to develop more robust reporting capabilities around sustainability.The Bill&Melinda Gates Foundation currently uses a single data source for carbon reporting provided by its TMC.“Our current booking tool indicates at time of booking a carbon figure for the flight choice,but does not d

48、ifferentiate between aircraft types and does not have an indicator for hotels or ground transportation options,”said Massey.“What is miss-ing today is a method for our travel agents to inform our travelers at time of booking the best trip choice considering the environment,”she added.“Its our hope t

49、hat in the near term,when a traveler asks for a trip,we can include a lowest logical emissions offering for consideration.”Not all travel managers today enjoy access to sophisticated tools needed to guide travelers at the point of sales,track carbon emissions and deliver robust reporting.Many third-

50、party and travel management solution providers are working on emissions tracking solutions,but the integrated dashboards featured in more modern technologies are better suited to the challenge.TripActions,for one,is working on compara-tive tools to help travelers more easily make eco-friendly choice

51、s.“Its our hope that in the near term,when a traveler asks for a trip,we can include a lowest logical emissions offering for consideration.”Pam Massey,Bill&Melinda Gates Foundation6 5 Success Metrics for Proactive Travel Managers to Watch In 2022ROI OF TRAVEL The work-from-home trend kicked off by t

52、he pandemic in 2020 has not yet reached equilibrium.Most companies,and their travel departments,are still navigating a challenging balance between updating remote work definitions and policies and the push to get back on the road for business.“Travel managers have a lot they have to deal with becaus

53、e there is a lot of pent-up demand to travel,”Ellis said.“You want to ease back into it,but ease back into it the right way.”While travel managers do not control company policy around remote work,“they need to be aware of what the policies are,”according to Tate.“Travel buyers need to keep their fin

54、ger on the pulse,with real live data and very dynamic program management.”Smartsheets Amos advises colleagues to first identify what metrics are most important to their company regarding the balance between in-office/remote work,video meetings and business travelwhether its cost savings,policy adher

55、ence,sustainability targets and/or traveler experience/satisfaction.“For each company,its going to be a different thing,”she said.“Once you have the data,slice and dice it and be really curious.Data tells a wonderful story,but it can tell multiple wonderful stories depending on how you look at it.”B

56、eing smart about the program you build gives employees the flexibility to have key meetings in personwithout an excessive costand helps ensure that your travel program can achieve the kind of ROI that company leaders want to see.TRAVELER WELLBEINGThe health and safety of employees continues to be th

57、e primary focus of travel programs in 2022.But as the volume of business trips picks up,the more generalized and less easily defined category of traveler wellbeing is emerging as an important metric for travel managers to monitor.The why behind the need for this insight is the volatile U.S.job marke

58、t.The market currently favors workers,which has resulted in heightened employee expectations of employers in all areas,including travel.“Its the era of the worker,”said Ellis.“The Great Resignation just happened,and this trend will continue to gain in importance and shape how companies are attractin

59、g and retaining talent.People are looking for balance,which is differ-ent for everybody.Its finding that right fit,and having options for all types of desires for balance that employees have.Employees and potential employees are driving thisbecause they can.”According to Tate,a growing number of tra

60、vel managers are reporting that prospective employees are asking to see details of their organizations travel policy before accepting a position.Some organizations,including Fidelity International,are revising policy to put traveler wellbeing and corporate sustainability goals above cost.Many busine

61、sses are prioritizing direct flights over lower-cost flights that often include one or more layoversa win for traveler wellbeing and emission reduction goals.347 5 Success Metrics for Proactive Travel Managers to Watch In 2022At Smartsheet,Amos is tracking soft metrics in expense reports,including r

62、eimbursement for fitness passes and exercise classes for business travelers while on the road.While the companys current travel policy does not include these reimbursements,it is now reviewing them on a case-by-case basis.Avoid traveler burnout by tracking traveler patternsEllis advises travel manag

63、ers to track traveler patterns as an effective way of measuring one aspect of employee wellbeing.For road warriors in particular,these metrics can focus on patterns that create stress,including frequency of one-day flights,overnights and red eyes,as well as overall frequency of travel.If the travel

64、manager has these metrics,she said,that can initiate a check-in conversation with a road warrior to see how they are doing based on the understanding that travel is stressful for the employee and their family.That could result in a follow-up with HR if a recommendation for time off or some other for

65、m of support is appropriate.“These are easy key metrics that you can find within your data today,but you really need to understand what your travelers want,”Ellis said.“That is more about reaching out to get the voice of the customer,because the traveler is the customer of your travel program,and un

66、der-standing the sentiment is important.”Traveler sentiment surveysTracking traveler sentiment via surveys is also now a necessity,according to Ellis.Surveys should include questions that go well beyond current basics(such as evaluating suppliers and systems)and ask employees questions to gauge how

67、they personally feel about travel.For example,do they like traveling for business,what types of trips do they find most valuable,what factors make them want to travel and what factors discourage travel.“If you track this regularly,you are going to start finding things that are really important to yo

68、ur travelers and you can then introduce things that matter to them in your policy,”Ellis said.Amos plans to interview road warriors to gather feedback on what is working in Smartsheets travel program and how to improve it to better support travelers health and wellbeing.Enroute to creating“a wellbei

69、ng-focused travel program,”she is also working with HR“to include a few questions around travel in exit interviews to see if our travel policy is a deterrent,especially if the employee is a road warrior.The exit surveys and road warrior interviews will become a metric that can be tracked and reporte

70、d.”Technology to enhance the traveler journey Business travelers,and road warriors in particular,already rely on a wealth of apps to support their wellbeing while travelingfrom advice on dealing with jet lag to finding the best seat on a flight,great restaurants,in-destination weather patterns,tips

71、on navigating airports and more.Some suppliers are also making traveler-focused apps available to their corporate accounts.More companies are also exploring options from travel suppliers to facilitate adding vacation days to a business trip while ensuring the necessary separation of business travel

72、and personal costs.Unless they plan to work with IT to incorporate apps into travel technology,“travel managers need to consider finding ways to bring those experiencesnot necessarily the apps themselvesinto their travel program,”Ellis said.8 5 Success Metrics for Proactive Travel Managers to Watch

73、In 2022AUTOMATING EXPENSE REPORTINGAnother way that companies are working to alleviate the stress of business travel for all involved is to automate the expense and reimbursement as much as possible.Integrated solutionssome that use artificial intelligencecan significantly reduce the time employees

74、spend entering and reconciling data;they also help uncover errors and even potential fraud.Most anomalies on business travel expense reports are simple errors by the employee,or by the supplier in honoring a negotiated rate,rather than deliberate fraud.Still,when fraud does occur,it can take a long

75、time to discover,and costs can add up.In its Occupational Fraud 2022:A Report to the Nations,the Association of Certified Fraud Examiners(ACFE)estimates that expense reimbursement fraud typically takes a year and a half to be uncovered,with the average loss per incident running to$2,200,calculated a

76、s the loss amount by the number of months the scheme lasted before detection.Automating data integration is keyAutomating feeds of credit card transactions,bookings and changes into a single expense platform allows employees to simply review and submit expenses for reimbursement.Companies also are b

77、uilding dynamic expense policies into their travel management solutions to prevent travelers from making out-of-policy purchases.Single sources of data are not as effective as a fully automated system,according to Tate.“Expense reporting tools are the best source of data,but they can be lacking in d

78、etail,”he said.“The best approach to reducing any kind of expense fraud is to combine as many data sets as possible and then look for discrepancies in those data sets.”That includes“automating auditing 100%so no human is involved,”he said.“You set threshold rules and all of the expense data flows th

79、rough those threshold rules,and when there is an outlier you get a separate report sorted by level of infraction.”And when expenses are automatically approved,the efficiency benefits extend all the way through to monthly reconciliation.Finance teams reap the benefits of much less busywork and can fo

80、cus instead on bigger-picture goals.Partner with stakeholdersAt Smartsheet,Amos implemented a partnership between the travel and accounts payable(AP)departments when she joined the company in early 2020.“Our policy requires a receipt for anything$25 or over,and we have a mandate that any travel must

81、 be booked through our corporate travel program,”Amos said.“If someone doesnt follow policy,we allow a one-time hall pass and that information is stored in a Smartsheet.”The partnership between travel and AP“makes my job so much easier,”Amos noted.“I have a better understanding of the why behind wha

82、t they are doing.Its been very educational for me and there is a sense of camaraderie.”59 5 Success Metrics for Proactive Travel Managers to Watch In 2022Proactive travel managers take the lead It can be challenging to get a handle on new and evolving metrics in order to measure key areas shaping an

83、 organizations future and its travel program.But it can also open the door to new opportunities.“Learning metrics you havent focused on or tracked before is the most vital thing you can do in an organization,”said Smartsheets Amos.“When you have knowledge and data and you present that to leadership,

84、you look strategic.You look like a leader.By creating that image,you have made yourself so much more valuable,and you have communicated to your organization why your role is important and how it contributes to the business.”According to Ellis,the time is right for proactive travel managers to expand

85、 their role and their influence.“The critical thing is to lead,”Ellis said.“Lead your program.This is the moment where your travel program is at the forefront.Leverage that.Take advantage of that.Meet and form partnerships with everybody you can in your organization,because the opening is there for

86、you now.Company leaders are interested,and there are a lot of questions around travel.I dont think there has ever been a time when there is so much potential exposure for a travel manager within their company.”Diane Merlino WriterMary Ann McNulty Executive Director,Content Solutions Louis Magliaro E

87、xecutive Vice President&Group Publisher Lindsay Straub Vice President,Sales Mariza Moreira Group Design ManagerAngelica Mundrick Senior Graphic DesignerSponsored byCONTENT SOLUTIONSAbout TripActionsTripActions is the only all-in-one travel,corporate card,and expense management solution,providing 8,0

88、00+customers around the globe unprecedented visibility and control over spend.Trusted by travel managers and finance teams alike,TripActions and TripActions Liquid leverage real-time data to help companies keep traveling employees safe,reduce spend,and drive productivity.Learn more at .“Learning metrics you havent focused on or tracked before is the most vital thing you can do in an organization.”Michelle Amos,Smartsheet