Financial services firm transitions to Lightning online booking tool

A global financial services firm became a CTM customer following a long-standing relationship of more than 10 years with their previous travel management company. Their decision to transition marked a significant step in modernising their travel programme with a partner who could offer both service excellence and flexible technology.

Objective

The firm had been a long-time Concur user and strong advocate of the platform. However, as their travel program matured, they sought an online booking tool (OBT) that could be more responsive to their evolving needs and enhance the traveller experience.

The goals were clear, with the customer wanting:

• a booking tool that could be tailored to their specific travel policies
• a platform with greater consistency and usability for travellers
• a partner who actively incorporated customer feedback into technology development.

Solution

To support their decision-making, CTM conducted a detailed demonstration of Lightning, highlighting its ability to deliver functionality in the areas most important to the customer.

• Enhanced car rental experience: Lightning enabled easier, policy-driven selection and a smooth user journey.
• Consistency of interface: Their travellers experienced a seamless look and feel across booking flows, giving travellers confidence in a familiar and reliable experience.
• Customization capability: CTM’s ability to tailor Lightning to the customer’s requirements was a key differentiator, ensuring the tool aligned directly with corporate policy and traveller needs.

Recognizing the importance of a smooth transition after more than twenty years on their previous OBT, CTM’s global implementation teams worked closely with the customer. Collaboration with CTM’s OBT development team resulted in alternative hotel booking workflows that resolved billing challenges and created improvements that benefitted other CTM customers as well.

Outcomes

After one year on Lightning, the platform has provided the customer with:

• a stronger alignment between technology and travel policy
• traveller-friendly workflows that reduce friction and improve user satisfaction
• a trusted technology partner in CTM, actively listening and adapting solutions based on feedback.

The transition to CTM’s Lightning platform reinforced the value of choosing a technology partner that doesn’t just deliver a tool but continually evolves it in collaboration with its customers. By moving to Lightning, they secured a future-ready solution that supports their strict travel policies, enhances traveller experience, and ensures long-term program success.

Like this financial services firm, your business can benefit from a booking tool designed around your people, your policies, and your goals.