The challenge
An Australian FMCG company needed a travel program makeover. Neglected since the pandemic, the program faced several challenges in its outsourced travel model.
- Lack of contract optimisation or timely renewals
- Minimal visibility and oversight across the travel program
- Incumbent retention of key program knowledge and intellectual property (IP)
- Pressure to meet a tight, eight-week implementation timeline
- Complex requirements for transitioning to a new booking platform across Australia and New Zealand
The client needed immediate, expert intervention but lacked the internal resources and specialised knowledge to execute such a comprehensive transformation.
The OTR Solution
FCM Consulting deployed an Outsourced Travel Resource (OTR), alongside a dedicated Hotel Sourcing Team to transform the client’s travel program across Australia and New Zealand. By leveraging FCM Consulting’s OTR service, the client avoided lengthy recruitment and training processes, allowing specialists to be mobilised immediately to deliver:
- An eight-week implementation from appointment to go-live
- A seamless platform transition with zero disruption to business operations
- Immediate operational support, freeing internal procurement teams to focus on core priorities
- Instant access to established supplier relationships and negotiation frameworks
The OTR team brought deep industry expertise that would take years to develop internally, including:
- Strategic program design across technology, procurement, and operations
- Advanced data analytics using industry benchmarking and reporting tools
- Multi-market adjustments spanning two countries and six business units
- Specialist procurement capabilities through our dedicated Hotel Sourcing team
- Sustainability solutions with CO2 evaluation and offset modelling aligned to client strategy
Key achievements
The OTR model delivered exceptional value without the overhead of a full internal travel department
- 92%+ online adoption rate from month one, improving compliance and reducing processing cost
- $4.65M in total annual savings through strategic maximisation
- $2.4M airline credits successfully redeemed with zero expiry losses
- $460k in at-risk rebates successfully recovered
- Effective change and communication management
- Ongoing cost avoidance through continuous program management and refinement
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Technology and user experience
FCM Consulting configured, implemented, and transitioned the client to an intuitive, new online booking tool (OBT) to deliver improved functionality, better control and a highly personalised user experience. The seamless transition to the new OBT enhanced booking compliance, improved policy adherence and resulted in a 92%+ online adoption from go-live.
In addition, FCM Consulting effectively managed the implementation of four new businesses for the client post-launch.
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Financial performance
Taking a tactical approach. FCM Consulting delivered extensive financial benefits to the client's travel program, including $4.65M in total annual savings and cost avoidance.
This was achieved via advanced reporting tools and industry benchmarking analysis, enabling FCM Consulting to deliver new strategic deals and improve on the existing arrangements. The client's bottom line was also boosted by FCM Consulting redeeming $2.4M in COVID airline credits, with zero credits lost due to expiry. While a further $460k in contract rebates at risk of being lost were successfully recovered. -
Program management
To ensure successful travel program implementation, an internal communication and change management strategy was rolled out across six businesses in two countries. Internal traveller feedback was also prioritised by deploying an annual traveller survey with 3,500 participants to assess the success of the new program.
A Strategic Hotel Program was curated and deployed through FCM’s dedicated hotel sourcing team. Prior to overhauling the client’s airline program, a thorough domestic airline analysis was prepared to support contract negotiations. Ultimately, airline program strengthening was achieved by adopting one totally new strategic deal, and by delivering negotiated improvements to two existing deals.
Drawing on industry knowledge and insights, FCM Consulting prepared a CO2 evaluation, including modelling for suitable offset options for the client aligned with their sustainability strategy and current programs.
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Operational excellence
To deliver a streamlined traveller experience, a human resource (HR) profiling feed was implemented to ensure traveller data and preferences are always up to date. The development of a client’s ‘Category Manual’ to record travel procurement processes and key travel program information, ensuring IP retention. Traveller support and policy management were redirected in-house with the deployment of a centralised service model, including an internal service level agreement (SLA) and communication plan. A dedicated travel site was developed and maintained to support end user experience.
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Overnight expertise
The results mean this company underwent a measurable transformation that extended beyond the original engagement timeframe, proving the lasting value of expert outsourced travel management.
How FCM Consulting OTR works
FCM Consulting’s OTR service provides immediate access to specialist expertise across travel management, technical account management, data analysis and customer service delivery. Combined with our Hotel Sourcing Team’s strategic procurement capabilities, clients gain the benefits of a full travel department without the overhead. Delivering time savings, expert knowledge and measurable cost reductions from day one.