CASE STUDY:
A global travel programme re-implementation
Positive change in business travel management doesn't always mean searching for a new partner. Sometimes it just takes the right partner with the right vision to modernise and revitalise your corporate travel programme.
That's what OSRL found with long-time partner, FCM Travel. Together, OSRL and FCM consolidated four different booking platforms across multiple markets into a single, globally consistent solution while addressing decade-old legacy systems and outdated processes.
Achievements
challenge:
Corporate travel programme growth
OSRL had been happy with their service from FCM, yet after 10 years of global growth, they needed an operational refresh. Their challenges included:
- Tech fragmentation: Four different online booking tools across markets created inconsistent user experiences and complicated approval workflows.
- Legacy constraints: Configurations set up a decade ago limited functionality and prevented access to modern features.
- Approval complexity: Approvers and travellers often operated in different regions, but existing systems couldn't accommodate cross-border workflows.
- Policy application: Inconsistent implementations across markets made global policy enforcement difficult.
As their contract renewal drew near, the opportunity emerged to fundamentally rethink – and reboot – the OSRL global travel programme.
SOLUTION:
A global travel reboot
FCM proposed a comprehensive re-implementation plan that built on what was working well, while acknowledging that OSRL's needs had evolved.
Change began with extensive solution design workshops, systematically examining every aspect of OSRL's current setup. Sessions covered online booking tool usage, travel policy effectiveness, platform adoption rates, and future programme vision.
Consistent technology had not been available across markets 10 years ago. The workshops revealed that global consolidation onto the Cytric platform would provide the right solution for OSRL today and into the future.
Global consistency
The re-implementation process created a global baseline for all markets, unifying the global travel experience while maintaining local market requirements.
- United Kingdom - Comprehensive Cytric site review, removing legacy settings, and implementing policy updates
- Singapore - Complete platform modernisation aligned with standards
- Bahrain - First-time online booking tool implementation, serviced out of Dubai.
- Norway – Transition to Cytric
- United States - Transition to Cytric
The globally standardised deployment of Cytric ensured a seamless interface. Global approvers could now operate across borders – a major breakthrough for OSRL. Single Sign-on (SSO) further enhanced the user experience by removing login barriers and simplifying access.
Change management and communications
The re-implementation required careful change management to ensure smooth adoption across all markets. Recognising that streamlined booking tech must be matched by user engagement to be successful, FCM consulted OSRL on effective communications.
The programme launched simultaneously across all markets after approximately six months, supported by training sessions that were well-attended and received positive feedback.
Results:
A modernised, streamlined global travel programme
FCM’s re-implementation of the OSRL programme positioned them for future growth with several impactful benefits:
- Operational efficiency through platform consolidation
- Global consistency in booking and policy enforcement
- Improved flexibility for complex approval workflows
- Better data visibility for strategic decisions
- Capabilities for measuring platform adoption and mobile usage
- Scalable infrastructure to support growth
"OSRL is really happy that we have been able to give their travel programme a complete revamp, ensuring everything is correct and up to date with a consistent online solution."
Hayley France, Account Manager, FCM Travel
FCM and OSRL have strengthened their partnership by assessing programme effectiveness and embracing modernisation. This sets them up for success now and into the future.