Turning mobile addiction into mobile adoption in business travel, a Q&A with Juan Esteves

Customer Service

If everyone is always on their device, why not bring your travel program to where they are – on mobile.

What is the key to mobile adoption among business travelers?

Never lose sight of the traveler experience. The feature set that is important for your travelers on the road may be different from what they need in the office.

For example, travelers predominantly book travel today on their desktop devices. On mobile, they expect to be able to book as well as to get assistance or change their travel plans if there is a disruption.

Egencia allows a traveler to call an agent with a single tap, and, in North America, to receive a callback without having to wait on the phone. When the agent calls, they already know the traveler’s issue and are ready with help.

What mobile benefits should companies focus on for travelers?

Business doesn’t stop when we travel. So mobile functionality should be relevant beyond the office. It must make traveling easier and more productive and present information, such as the next step in your itinerary, in a connected way across devices.

Beyond that, mobile apps influence traveler behavior. They can change your itinerary due to disruption or help you avoid them in the first place. Mobile can present options and preferences to travelers at a time when they are most relevant.

How is mobile positioned to solve problems for business travelers on the road?

Business travelers told us that finding ground transportation is one of the most frustrating aspects of a trip. With that in mind, Egencia added mobile functionality that recognizes the traveler’s final destination and provides time and cost estimates for getting there, whether on public transit or ride sharing. It also indicates if ride sharing is in policy. This saves travelers time, helps them be more productive, and allows them to easily stay in policy. These are features business travelers value.

What makes a mobile strategy a strategy and not just a policy?

As companies develop mobile guidelines, they should also develop ways to measure the traveler experience and track their goals, like usage and productivity. The ability to evolve technology with traveler needs is also vital to a mobile strategy. Mobile technology is always changing, so companies should make sure to reevaluate it on a regular basis.

How should companies incorporate business traveler feedback?

Having a pulse on traveler sentiment is really important in terms of understanding their unmet needs. Egencia has found that responding to negative feedback is critical, as travelers appreciate being engaged and will often go back and modify their feedback once their issue has been addressed.

Companies can incorporate this into their travel programs as well. Make sure your travelers know they have been heard. It will show them you are always thinking about their addressing their needs and improving their experience.

Juan Esteves is Director of Global Product Management for Egencia. You can see him present his talk “From On-Line To On-You – How New Consumer Behavior Shapes Business Travel” at ITB Berlin this Friday, March 10, from 11:00am-11:30am in Hall 7.1c. You can download the Egencia App on Apple iTunes and Google Play.