CASE STUDY
How one multinational improved visibility and care
In a corporate travel environment powered by information, having accurate, complete, and timely travel data across all operational touchpoints is imperative. During a series of working sessions with a large multinational client headquartered in Australia, FCM’s technology teams were challenged with feedback that revealed opportunities to enhance our existing systems. The existing data structure made it harder to track travellers in real time and weakened overall confidence in the program’s performance metrics.
Challenges:
When people are regularly crossing time zones, borders, and business units, even small data inconsistencies can snowball. For this customer, their primary concerns were twofold:
- Inconsistent data making it difficult to benchmark or consolidate reports across multiple regions
- Limited live location data, weakening their ability to support and protect travelling staff
After the collaborative review sessions and digging into the back end of FCM’s tech powerhouse, the FCM team uncovered inconsistencies familiar to many other global travel programs, too. Diverse data point errors, misaligned data practices across regions, over-reliance on traditional Passenger Name Record (PNR) sources, and reservation updates lagging behind real-world movements.
It became clear that a more unified, modernised approach to data management was needed. To meet this customers’ expectations and also elevate the experience for every FCM customer around the world.
Our approach:
The first step was looking inward. Fix the foundations and future-proof. Through a combination of data audits in Australia and New Zealand, and interviews with multiple stakeholders, FCM’s data specialists traced the issues back to their roots. At the same time, the team used this feedback to inform the solution design, ensuring that the output would be usable in the real world and benefit rather than disrupt.
To address reporting and data quality issues, we:
- Retrained global implementation teams to unify a single approach to data capture protocols.
- Reloaded historical data to correct legacy issues and ensure a clean slate, reinforcing the integrity of records.
- Leveraged the FCM Intelligent Data Platform to monitor and maintain consistency with ongoing support from our in-house experts.
For duty of care and live tracking, we:
- Designed a new reservation dashboard to give near real-time visibility into all travel segments while highlighting PNRs, travellers, and suppliers impacted.
- Sped up the globally aggregated data updates to refresh hourly and show trips, movements, itinerary details, locations, travellers, and providers.
- Built-in flexible dashboard views so users can switch between map and table display depending on how they want to triage and take action
- Incorporated base city information into traveller profiles to support trip monitoring for those away from their home region.
Throughout, FCM’s account manager played a central role. Aligning the customer’s goals with internal subject matter experts, coordinating feedback, and facilitating testing and refinement stages. Ensuring that the end result would support not just one corporate travel program but thousands.
Outcomes
What started as a single customer conversation led to tangible improvements across the board:
- Consistent global data practices and backloaded corrections have reduced discrepancies, making reporting more reliable for all FCM customers.
- With real-time visibility into traveller locations and statuses, customers are better placed to respond quickly during crises.
- Teams can now cut back on manual tasks to focus on more strategic high-value tasks and speed up response times.
- Profile enhancements allow domestic trip visibility for international employees, boosting safety coverage and
confidence.
At FCM we believe the best innovations often start with listening, rather than waiting. By surfacing feedback and taking pain points seriously, we helped this customer create a stronger, smarter foundation for their travel program. One that’s now benefiting FCM clients across the globe
As part of FCM’s continuous improvement approach, feedback from this customer helped spotlight opportunities to strengthen our global data structures. Their input directly influenced solutions that will benefit all FCM customers.
Renos Rologas, General Manager, FCM
Australia & New Zealand.
The duty of care dashboard is currently being beta tested for the customer that helped in its creation and is on our innovation roadmap for global release to all FCM customers throughout FY2026
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