How ETP’s Strategic Account Management Delivered Impactful Travel Program Solutions

When a mining industry client faced evolving challenges in managing its corporate travel program post-COVID, their dedicated ETP Account Manager stepped forward to lead the transformation. With a proactive and analytical approach, she identified key program gaps and implemented strategic solutions that supported the client’s recovery and long-term growth.

A pivotal milestone in the partnership was a comprehensive audit of the client’s online travel configurations. The ETP Account Manager implemented critical updates — including refining preferred supplier lists, recalibrating benchmarks for Best Fare of the Day (BFOD), and updating policies for ticket credits and policy exceptions. These enhancements provided more accurate, actionable data, empowering the client to make smarter, cost-effective travel decisions.

Recognizing the importance of consistent engagement, ETP reintroduced quarterly business reviews post-COVID, creating a structured platform for collaboration and insight sharing. In addition, the Account Manager established a robust communication strategy that included timely updates on new products, tools, and policy changes — complemented by ready-to-use internal marketing materials for the client’s teams.

One of the standout improvements came from addressing out-of-policy bookings at non-preferred hotels. The ETP Account Manager led an overhaul of the client’s preferred hotel listings within the Lightning booking platform and developed a tailored digital guide promoting approved properties to employees. By transitioning the client to a dedicated service model, ETP ensured consistent adherence to Service Level Agreements (SLAs) and elevated overall traveler satisfaction.

The client’s partnership with ETP has delivered measurable benefits — from improved compliance and data visibility to greater traveler confidence and program efficiency. The Account Manager’s strategic, hands-on approach continues to drive sustained success, solidifying ETP’s position as a trusted travel management partner committed to operational excellence and client growth.

Testimonial

Our ETP Client Value Manager (CVM) has been an invaluable member of the team, consistently demonstrating professionalism, approachability, and a deep commitment to client success. In the post-COVID landscape, she has played a pivotal role in strengthening communication channels and fostering collaboration across all levels. The reintroduction of quarterly business reviews has been especially impactful—helping to identify opportunities for improvement within the internal travel management space. Her dedication and proactive approach continue to drive positive outcomes and reinforce ETP’s reputation for exceptional client partnership.

– Corporate Services Officer, Mining Customer –