Relationship between arrangeMY and Client
A multinational High Street clothing chain directly approached arrangeMY to request assistance for their UK and European group accommodation requirements. The client felt that their incumbent agent did not provide the high touch level of customer service and expertise that would guarantee that best value was being negotiated for every reservation which resulted in additional internal workload to their administration team.
Having been directly recommended to arrangeMY, the client was already aware of our specialist group accommodation team and the levels of service they already provided to existing customers. arrangeMY were able to provide specialist account management and dedicated experienced consultants to manage all bookings and build a strong relationship with key stakeholders.
Solution
(Group accommodation – £800k spend)
- Initial meeting with account manager to understand the client’s unique requirements
- Booking procedure and service level agreement confirmed
- Dedicated named contacts within our group accommodation department provided
- Billback facilities setup as per clients specific accounts systems with automatic CSV upload
- Detailed travel policy (including regional and city maximum rates) advised and agreed
- Bespoke booking enquiry and confirmation system
- Ideal client cancellation terms introduced and utilised where possible
Results
- Estimated direct savings of £120,000 within first year of operations – this is against previous year average room rate
- 36% reduction in cancellation fees
- Monthly consolidated invoicing allowed for reduced client internal resource
- Management Information providing a clear picture of spend for additional saving opportunities
- Improved service and support enhancing guest and booker experience
- Workload reduction for administration staff
- Clear communication channels and enhanced relationships allowing for further savings and efficiencies in year 2
