For Diversity Travel, each client is so much more than just a number. The Account Management team strives to make them feel that way.
Account Management is a word that gets thrown around a lot. But what does it actually mean? For us at Diversity Travel, the role of our Account Managers is to nurture the relationships that we build with our clients. By developing a meaningful bond, we’re able to gain a deep understanding of every organisation’s specific needs and goals and help them achieve these by providing valuable and innovative solutions. “Our Account Management team bring a clients’ travel programme to life,” says Steve Summers, Sales and Marketing Director at Diversity Travel. “By sharing their experience in problem-solving for similar organisations in the sector, Account Managers can help get to the right solution faster. And by offering specific insight based on each organisation’s travel data, the Account Manager creates a dynamic programme that evolves over time, enhancing the value achieved through a travel budget”.
“Our Account Management team bring a clients’ travel programme to life. By sharing their experience in problem-solving for similar organisations in the sector, Account Managers can help get to the right solution faster.”
– Steve Summers, Sales and Marketing Director at Diversity Travel
With that said, the Diversity Travel Account Management team goes above and beyond to ensure that our clients have the best possible experience at every stage of their travel journey. Rather than working for our clients, our team works in collaboration with them, providing the support they need to build a successful travel management programme that is perfectly suited to the specific requirements of each organisation. Our Account Managers act as the dedicated point of contact for all clients and work closely with them to encourage feedback, identify any areas of improvement and implement the necessary solutions. They also establish open lines of communication between the various other teams at Diversity Travel, enabling improvements and implementations to run as smoothly as possible.
“It’s not only important to maintain good communication between the client and their Account Manager, the Account Manager has to work closely with all of the departments at Diversity Travel too,” explains Drew Davidson, one of Diversity Travel’s Account Managers. “Acting like a project manager, the Account Manager works collaboratively with all departments within Diversity Travel to eliminate any potential confusion that can arise from the constant relaying and sharing of information across teams, steering a more streamlined process towards quicker solutions and ultimately driving efficiencies.”
Our Account Managers’ Contributions
In 2019 alone, there have been multiple implementations based on the recommendations of our Account Management team. Following suggestions provided by our clients to their Account Managers, a new approval functionality has been added to our online booking tools that enables bookers to trigger an approval process based on booking policy. This gives selected users the ability to approve or decline a travel request within our hotel booking tool, BaseCamp, and our flight booking tool, FlightPath.
For FlightPath specifically, further enhancements have been introduced following feedback obtained by the Account Management team. Bookers are now presented with alternative fares on flights with the same itinerary, providing clear visibility that they have selected the most suitable option offering the best value for money. Additionally, the implementation of a multi-journey booking functionality enables users to make complex travel itineraries without the support of an agent – ideal for the majority of bookers who show a preference for online booking.
Moving away from our booking tools, the creation of bespoke microsites for specific clients has also been a success. Account Managers suggested that many organisations and their bookers would benefit from a tailored ‘travel hub’ which they could visit to find out any information they may need. Acting as a one-stop-shop for everything related to Diversity Travel, these microsites include video tutorial guides, important contact information, overviews of our services, links to our online tools, information on travel policies, and any further details that may be requested by the client. “The creation of our tailored microsites would never have happened without the close relationship we built with one client in particular,” explains Account Manager Gary Dobbins. “Without their suggestions and feedback, it would have been a lot more difficult to replicate the microsite for other clients and provide them with the benefits of this one-stop hub”. The sites have been positively received by clients and bookers alike.
The Account Management team here at Diversity Travel forms an integral part of the way we work. Without them, it would be difficult to develop the strong connections that we have with our clients, which are vital to helping the organisations fulfil their goals. The ultimate aim of our Account Managers is to improve the overall experience for our clients, providing them with a perfectly crafted travel programme that evolves in line with each organisation.
To find out how Diversity Travel’s Account Management team can help your organisation, email firstname.lastname@example.org.