2022 has been a busy year at Egencia!
There’s been a whole host of exciting product announcements from the team: new tools and features introduced to the platform: including the expansion of Egencia Chat into Slack, the AI-approval recommendation tool (an industry first!), and a new API developer center.
And that’s not all…
Now backed by Egencia’s new parent company, American Express Global Business Travel, our customers benefit from a significant expansion in Egencia Preferred Rates for air, with access to Amex GBT’s negotiated rates for more than 90 airlines.
From holding major pilots, to expanding our team, it’s been a very busy year. So, sit back and let us take you on a journey as we reflect on the important updates from 2022.
- Egencia’s customers: Breaking down the numbers in 2022
- What did our customers say?
- User satisfaction and quality
- People / Egencia in tech
- Recognition and awards
- The full list of updates
Egencia’s customers: Breaking down the numbers in 2022
There was lots of activity across 2022, including over 41m visits to Egencia in 2022, 86% (17.2m) of user actions completed online, and 92% online adoption. There were also 415,000 Egencia Chat interactions in 2022 and 930,000 new users that logged into Egencia in 2022.
But what does that look like when we break it down into traffic distribution by region? We saw Northern America hit 53%, EMEA 41%, and APAC 6%.
And what was the average booking time you ask? A lighting fast 3 minutes!
What did our customers say?
Our customer’s opinions matter, so in 2022, Egencia held three major pilots to gather their feedback while we tested new features, functionality, and product tools. Over 60 customers participated across six countries.
A snapshot of customer feedback
We always love hearing from our customers. Whether it’s with the 60+ customers in six countries that participated in three major product pilots this year, or the tens of thousands who send us feedback every year – we say, ‘user feedback is a gift’.
Belén Martínez, General Services and Facility Lead at bioMérieux España, said: "Without a doubt for bioMérieux, online rail booking has been the most awaited and desired launch on the Egencia platform for our travelers in Spain. From now on, the management of train reservations will be more agile and efficient – increasing self-service for our travelers, as well as making sure there’s ensuring greater and better internal control with trip approval.”
Laura Ashall, Service Delivery Travel Specialist, multinational oil and gas company, BP: “Since returning to travel and navigating frequently changing schedules and disruption, our travelers want more control over their business trips. The updated Egencia app features have proven to be very user-friendly and a huge improvement on historic tools. The in-app notifications have been critical as our travelers have received more information via the app than they actually receive from the airport.”
Slack pilot customer, Kristin Neibert, said: “Our teams use Slack by default to communicate. Adding tasks that we can accomplish within Slack brings welcome efficiencies. If colleagues are using Slack to discuss where to stay on a business trip, we can just search for the best hotel within Slack and book it there and then. And if plans change, you don’t have to pick up a phone, go on hold, play phone tag, or wait for a support email. Our teams love the convenience and ability to self-serve while they’re on the road and our managers are confident any issues will be resolved by the AI-powered virtual agent or an Egencia travel consultant, all within a tool we’re already using.”
To maximize customer satisfaction, we know that we need to make sure we have a team who are just as passionate about travel management as we are.
One of our proudest moments of 2022 was when we attended the Grace Hopper event in Florida - the world’s largest gathering of women in STEM. And we wanted to not only recruit but also champion our own women and their contribution to tech.
We also continued to hire over 100 new colleagues as well as giving 28 interns an opportunity to discover what it’s like working at a travel management company - with 13 transitioning into full time Egencians in 2022 and into 2023.
On top of that we expanded our tech development center in Gurgaon, with a new office opening. And of course, we couldn’t do it without a celebration (and cake).
Recognition and awards
We’re really pleased to say that our hard work didn’t go unnoticed. And we spent some of 2022 giving ourselves a celebratory pat on the back after:
- Becoming a finalist for Business Travel Awards Europe 2022, Technology innovation – Corporate booking platform
- Egencia Analytics Studio winning in the ‘Best reporting system’ category
- Winning ‘Best self-booking tool’ at the European Mission Awards 2022
- Recognized as a Leader in G2 2022 summer and winter reports in travel management and travel and expense categories (a massive thank you to all our customers who reviewed us)
So, what were the exciting updates and release notes for 2022?
There have been so many product updates and releases this year, so we’ve put together a handy infographic to break it down.
You can also visit our 2022 Product Highlights playlist on YouTube and read the following articles:
From all of us at Egencia, have a very happy 2023! We can’t wait to get started and share our feature updates, enhancements, and the latest news of the 2023 roadmap with you.