The changes within the company have been “humongous” over the past 12 months following Chambers’ sale and merger with CTM, which is the largest TMC in Australia.
There’s more to come too, following CTM’s recent acquisition of another UK-based TMC, Redfern Travel, which will help CTM to shoot up the ranks of the country’s leading business travel agencies.
These developments have clearly not encouraged many of the 200 staff to move, as CTM UK currently enjoys a staff turnover rate of just 3%.
One of the reasons for this impressive retention rate is the high level of staff training and development – the company spent an average of £750 per employee last year through its training academy.
CTM has a diverse range of clients, ranging from the Houses of Parliament and NHS Scotland to private companies in sectors such as pharmaceuticals, law, financial and retail.
In-house technology, such as the CTM Smart suite of automated business travel tools, continues to be rolled out and developed. The TMC has also been integrating other software, such as the Lightning online booking tool, that has been created by CTM in Australia.
Although technology is vital to CTM, there is also an emphasis on “exceptional” customer service, which is supported by a 99.3% client retention rate over the past 12 months.
A good example of CTM’s approach to customer service is illustrated by its implant team based at the Houses of Parliament: staff regularly deliver tickets and travel documents to MPs in their own constituencies, while a CTM employee even accompanied one elderly peer who had lost his rail pass to the nearest London Underground station to buy him a new Oyster card.
CTM is also constantly monitoring client feedback through an instant satisfaction button on the bottom of all email correspondence to travellers.