Our People - Brett Goodyer

Brett Goodyer

Name:         Brett Goodyer

Title:            Client Implementation Manager

Location:     Melbourne

Brett Goodyer’s idea of a fulfilling job is one that challenges him, forcing him to come up with new and creative solutions. With nine years at FCM Travel Solutions under his belt, including four years as a Travel Manager, Brett jumped at the chance to take on a new and challenging career move. Moving into the specialist role of architect and solution designer in 2015, Brett is never happier than when he is designing innovative ways to enhance the customer experience.

Brett Goodyer

With his natural talent for problem solving, Brett is in his element working with the implementation team to tailor FCM systems and technology tools to a new customer’s specific needs. That might mean designing a customer’s Online Booking Tool (OBT) to deliver enhanced data or to incorporate different fields unique to their business. Or it may involve tailoring the approval processes to align them with the organisation’s travel policies, to ensure the correct approvals are sought before a traveller can make a booking.

However Brett is not only found behind the scenes sweating over a keyboard. He also enjoys his role in client sessions and workshops, drawing on his Travel Manager experience to quiz customers on the tasks they need their systems to perform.

“It’s essential to listen to customers and to understand what they want their systems to look like and what they want them to bring to their travel program,” says Brett. “I also like to ask them what led them to choose FCM as their travel partner, what their past TMC didn’t deliver and what their expectations are?”

Working with large local and multinational organisations across industries including government, mining, construction, education and banking – the implementation process can be anywhere from six weeks to six months long depending on the complexity.

Once a client goes ‘live’ the implementation team hand over to account management, however Brett will often step in when their program evolves to the next level. “When a customer needs a change I’m the subject matter expert brought in to advise and reconfigure their tech systems as needed,” says Brett. “That might mean implementing a newer version of their OBT, or a completely new FCM tech innovation.”

Having started in the industry taking travel bookings in an Ansett Airlines’ call centre, Brett never imagined that the industry and his career would evolve to its current dependency on technology. However the transition has certainly played to his strengths. “I really enjoy the personal satisfaction which comes from problem solving – and because every client is unique, tailoring individual solutions is both challenging and rewarding,” adds Brett. “And with the current rate of tech advances I think the future for FCM will be to focus on building even more bespoke systems for our clients’ very specific needs.”

With a brain as busy as Brett’s, a beach holiday is a rare thing indeed. He’d much rather unwind by visiting a more adventurous destination, such as his recent trip to Petra in Jordan, where he could learn about a different culture and explore a truly unique country. All without a computer in sight!