Spotlight: FCM's onboarding excellence
Switching travel management companies (TMCs) is one of the biggest decisions a corporate travel manager will make. The onboarding process alone can determine whether this transition becomes a strategic success or an operational headache.
Erin Davie, FCM's Global Director of Customer Onboarding, knows firsthand how the right approach can transform what's traditionally been a stressful transition into a seamless experience. We sat down with her to understand what makes FCM's methodology so effective.
What makes FCM's approach to onboarding stand out?
The secret to a successful onboarding experience is surprisingly straightforward: consistency.
"Our approach is exactly that. It's consistency," explains Erin. "We’ve developed a proven track record of success and an ongoing investment to make our onboarding stronger - we are always learning, developing, and improving so that we can best support our clients all over the global market."
This doesn’t mean you can expect rigid processes that ignore your unique requirements. Instead, it's about having a proven framework that can adapt to different organisational needs whilst ensuring nothing important gets missed. With our proactive communication and joint planning process, there are no last-minute requests for data you didn't know you needed to provide, and no wondering what comes next.
Here’s what you can expect from onboarding with FCM:
Experienced guidance | Complete transparency | Built-in flexibility |
|---|---|---|
| Our dedicated project teams remain present for the entire implementation process, guiding conversations and ensuring we can deliver the results you need. | We're upfront about timelines, required information, and potential challenges from the very beginning. | We don’t believe in one-size-fits-all programs. We show you the solutions that we’ve seen work, and then we evolve that standard to fit your needs. |
How does FCM identify what your program really needs?
Here's where FCM takes a different approach from many TMCs. Rather than leading with the services we offer, we begin with understanding what you are trying to improve.
"A lot of what we go for right at the beginning is asking what problems we're trying to solve," says Erin.
"What do you like about your program? What don't you like about your program? Then, we really dive into what could be improved, so that if there are pieces of their current program that they're happy with, they don't lose that in the transition to FCM."
Our goal with onboarding is to add value to existing programs. So if you love your security and risk provider, we’ll integrate with them. If you have reporting formats that work perfectly for your organisation, we’ll make sure those processes continue working seamlessly. Along the way, our team shares what they've seen work effectively across their global client base, then evolves those proven approaches to fit your specific situation.
How long will implementation take?
Implementation timelines can vary based on multiple factors, such as program complexity, organisational requirements, and third-party integrations.
Luckily, you don't have to wait for your current contract to end before starting the process.
FCM can begin implementation work as soon as you've notified your existing provider. This parallel approach maximises the time available and helps ensure a seamless transition. So, for example, if you need to avoid a go-live during your busiest travel period, we can make that happen. If you have a board meeting where you want to showcase the progress we’ve made, we can work towards that deadline together.
What support can you expect during implementation?
We combine experienced consultants with innovative technology solutions that make the process smooth and transparent for everyone involved.
Experienced consultants | AI-powered tools | Implementation guides |
|---|---|---|
| These aren't just technical specialists. They're true consultants who understand both the technology and the business challenges you're trying to address. They'll make recommendations based on their extensive knowledge of what works for organisations like yours, then confirm everyone's understanding of requirements and expectations throughout the whole process, guiding everything end-to-end. | One innovation we’ve recently implemented is a custom-built AI chatbot trained specifically on onboarding information. Need to know where to start with hotel program setup? Want details about specific integration requirements? The chatbot provides just-in-time answers without waiting for scheduled meetings. We’re also continually investing in relevant AI-enabled tools and new innovations to make onboarding seamless. | Of course, there's also comprehensive documentation available throughout the process. Whether you’re an experienced travel manager or new to the travel game, these extensive guides contain everything you need to know. |
What’s next for FCM onboarding
What sets FCM apart is the commitment to continuous improvement.
"We use the voice of our clients to drive improvements in our implementation," explains Erin. "While it’s always great to see positive feedback coming through, we really do take and use feedback to improve. Everyone in the team loves working with clients and seeing projects succeed. We're there to work as a team together with customers to get the desired results out of these projects. A lot of customers have quoted that in their feedback to us - that it felt like a true partnership and we worked as a team to deliver a successful go-live."
Since FCM owns its technology stack, our team can rapidly implement improvements that make sense for customers. There's no waiting for third-party providers to update their systems or accommodate requests. This agility means the onboarding process continues to evolve based on real-world experience and client needs.
Ready to experience the FCM difference?
Our proven methodology combines the structure needed for complex implementations with the flexibility required for unique organisational needs. Most importantly, it's delivered by experienced professionals who genuinely care about your success. Discover how FCM's partnership approach to onboarding can transform your corporate travel program.