American Express Business Travel announced more than $470 million in signings from North America headquartered clients for the months of January and February.
Client gains were the result of service delivery and technology investments, and value proposition enhancements made by American Express Business Travel in 2005.
American Express Business Travel also added more than 120 new clients during the January through February period, 30 of which were obtained via direct competition with an online travel agency. Five of these accounts were won from a single online travel agency incumbent.
During 2005, American Express Business Travel invested in its delivery platforms to further augment and distinguish its pillars of service, savings and control.
Key initiatives included:
Online Booking Tools: collaborating with interactive partners to broaden search parameters to include new categories of content, troubleshoot factors that impede fully automated transaction processing and enhance site customization options.
Service Center Technology: implementing intelligent call routing technology across geographic regions to manage call volumes more efficiently and at a lower cost; implementing voice recognition software in select locations for voice bookings, cancellations, itinerary confirmation and flight information.
Point-of-Sale Technology: expanding inventory access to include more Web sites and third-party inventory aggregators and continue to enhance counselor desktop tools for greater efficiency and personalized service.
Listening Tools: enhancing travel counselor performance management devices (such as call recording and monitoring technology) to aid leader oversight of service delivery and ensure traveler experience satisfaction.
Traveler Tools: continuing to enhance functionality of our online traveler portal, American Express Online, and introduced the portal to 12 new major global markets.
Information Management: completing the global launch of TrackPoint, a desktop, web-based application available to travel managers for real-time traveler tracking.
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