Click Travel

Birmingham-based Click describes itself as being a “technology-led TMC” with the mission of “reducing the cost and complexity of travel for everybody in travel management” through the development of its own inhouse software.

The centerpiece of this strategy remains the Travel Cloud online booking tool – the fourth version of this portal will be launched later this year. The upgraded web-based platform is being engineered and upgraded from a “mobile perspective” and will also include new services from two airlines.

Client feedback has been crucial to the development of Travel Cloud and Click says it is “obsessed with the user experience” and maintains the philosophy that “just because it works, doesn’t mean it’s good enough”.

While focusing on technology is a huge part of what Click does, the company has also invested in its account management staff because clients still “want to have a relationship with human account managers”.

Click has now grown its staff to 130, including 70 homeworkers based across the UK and abroad, and has set up a 24/7 contact facility for clients, which is staffed by its own employees rather than being outsourced.

The TMC uses online management tool Net Promoter to continually assess its customer service with travellers being randomly selected to provide feedback through online surveys on Click’s performance on a daily basis. This information is then fed back to account managers.

Click is also embarking on a drive to offer more “thought leadership” on business travel to both its own clients and the wider corporate sector. This will include blogs, guides, case studies and a white paper focusing on “important issues for companies”.

• clicktravel.com