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Ohio Valley Business Travel AssociationEducation Day Event, September 9, 2010Millennium Hotel, Cincinnati, Ohio.

Online Booking Tools

Are you Keeping Up?

Adoption Rates

New Technology

Industry Trends

Best Practices

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Donald Swartz (Moderator)

Title: Principal

Company:Corporate Travel Buyer Resources (www.ctbrtravel.com)

Role: Independent Travel Consultant working with national and multi-national travel buyers on Travel Provider - Supplier RFP and Contract Negotiations, National and Global Consolidations and T&E Expense

Management.

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Agenda

1. Market Overview.

2. Industry trends and drivers to increase adoption.

3. Practices and recommendations for tool/vendor selection, deployment and greater ROI.

4. Measuring performance.

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Pamela Spencer (“Panelist One”)

Panelist Title: Corporate Office Manager

Company/Employer: KAR Auction Service, Inc

Company Overview: KAR Auction Services is the parent company for ADESA Auto Auctions, Insurance Auto Auctions, Automotive Finance Corporation.

Travel Program: North America Travel Program, 6M T&E and over 900 travelers.

Online Booking Tool: Egencia since Jan 2010. 87% adoption and touchless rate.

My Role: Egencia program management, Onsite agent management, SMMP, Travel vendor management and Credit card program management.

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Barb Hornback (Panelist Two)Panelist Title: Travel Manager

Company/Employer: The Kroger Co.

Company Overview: Nations’ largest traditional grocery chain.

Travel Program: National Travel Program, 20M T&E and over 5,000 travelers.

Online Booking Tool: Cliqbook, since 2003. 80% adoption and 63%

touch-less.

My Role: Day to day operations of the Travel Dept, Cliqbook administrator, Direct Bill Car Rental program, Hotel Program.

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Phil Tedeschi, “CCTE” (Panelist Three)

Panelist Title: Manager, Corporate Travel

Company/Employer: Goodrich Corporation

Company Overview: Aerospace Manufacturer, serving global commercial, military and business aircraft

markets.

Travel Program: Global Travel Program, 60M T&E and over 15,000 travelers.

Online Booking Tool: Cliqbook, since 2005. USA adoption (70% and 90% Touch-less). Global adoption is 58%.

My Role: Supplier selection and relationship management, policy creation and enforcement, traveler issues, reporting and compliance strategies.

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Online Booking Tool (Market Options)

Vendor Categories

1. Third Party Tools/Solution

2. Online Travel Agency (OTA) Tools/Solution

3. TMC Proprietary Tools

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Industry usage trends (USA Centric)

% Buyers Deploying a Tool: 25% 85%+

Average Adoption Rates: 12 - 20% 50 - 60%

Top Adoption Rates: 35%+ 90%+

Average Touch-less Rates: 60% 85%+

2000 2010

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Industry drivers to higher usage

1. Enhanced user - booking functionality.

2. Strategic sourcing approach to managing corporate travel programs and T&E expenses.

3. Global expansion of managed programs and online booking.

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It’s not just a booking tool anymore!

Integration of meetings.

Integration of expense reporting (front-to-end).

Integration of mobile applications.

Communication - Social Media.

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Step One (Getting Started)

“Selection of right tool, vendor and service

solution”

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Tool/Product Selection

Key Evaluation Criteria1. Geographical Scope (national or global)

2. Speed/User Functionality

3. Content/Choice

4. Policy, Process and Program integration (pre-trip approval, front-to-end solutions, outlook calendar integration, meetings, social media, other expenses, mobile, etc).

5. Site administration

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Vendor Selection

Key Evaluation Criteria1. Vendor and Contract Ownership

2. Vendor R&D Resources and Budget

3. Vendor Support Resources

4. Service Solution

5. Vendor References

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Vendor Contract Negotiations

Key Factors1) Length of contract

2) Pricing

3) Business Terms (Statement of work or Work Order and Service Level Agreement)

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Well planned and executed deployment strategy.

Policy mandates for usage.

Grass Root Marketing Program.

Site updates & strong program administration.

Accessibility (single-sign-on, portal, mobile).

Keys to Success

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Measuring Performance

1. Adoption (#/% Online and Touch-less transactions)

2. Unit Cost (comparative transaction costs)

3. Average Trip Cost (comparative air, hotel, car, etc.)

4. User Profile (Top, one-time and non-user, traveler, admin, etc)

5. Compliance

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Q & A