CTM rolls out traveller CRM for enhanced personalised service

Global travel management company CTM has launched its proprietary traveller CRM, CTM Advisor, in EMEA elevating personalised customer service experiences across its trans-Atlantic markets. CTM’s 2022 Global Customer Survey found the priority focus for global travel programmes (operating in three or more continents) in 2022/23 would be ‘customer service’.

As such, CTM has fast-tracked the roll-out of its proprietary traveller CRM, which provides travel consultants with a combination of real-time traveller insights and historical booking behaviour alongside company policies and preferences to deliver unmatched personalised service across multiple regions, using one proprietary system rather than multiple third-party tools.

CTM agents can see where a traveller is and what disruption they’re facing, proactively rebooking tickets, contacting travellers and providing only the options that are right for both the traveller and company. The system also integrates multiple existing agent tools into one platform, saving them valuable time that can be redirected into providing CTM’s customers with even greater care and attention.

CTM’s Global CTO, Mike Kubasik: “Travellers and travel managers need the best of both worlds: the intuitive, fast online booking available in our award-winning OBT Lightning, and exceptional, personal, proactive service where it’s needed. It doesn’t matter if a traveller’s flight has been cancelled, they’re unsure what hotel is popular with local colleagues, or they just want their London consultants to have easy access to reservations made with their New York team, CTM Advisor always has the answer.

CTM Advisor is being extended to CTM’s UK and Europe teams after a being rolled out to all CTM North American customer-facing teams in recent months to deliver heightened personalisation across the customer experience in CTM’s two largest markets, enabling a seamless service experience for trans-Atlantic travel programmes.