One of the main objectives of your CWT 007 development plan is to conquer the SME-SMI market. What does this market represent for Carlson Wagonlit Travel today?
Isabelle Koch - On the European market, we currently generate more than half of our sales from companies with travel budgets of less than €3 million. Just like key accounts, these SMEs and SMIs are now aiming to optimise their travel budgets through automation, without losing the imperative proximity that is so specific to the mid-market. Our new Corporate Select range meets this requirement.
What are the features of this new product?
I. K. - It's an offer that brings together the best of both worlds: new technological rationalisation tools that can enable customers to make savings of up to 50 % on their travel budget, while retaining the possibility of maintaining direct contact with the agent, whose expertise is irreplaceable, particularly for complex journeys. Corporate Select users can choose between booking online, via a dedicated portal, and contacting the travel agent by telephone or e-mail.
Does the Corporate Select offer include a reporting option?
I. K. - Yes, for the 'business' version, which also includes the elements of the travel policy and the fares already negotiated by the client company. The 'express' version, on the other hand, does not include reporting tools, but it does meet the primary demand of small companies: access to CWT's negotiated fares via an easy-to-use portal.
Can companies be supported in using these new tools?
I. K. - It's in everyone's interest to support change. We therefore offer online training supported by a webcast, while retaining the option of sending a team directly on site to train key users.
Another major objective set out in CWT 007 is the development of our consulting activities. Where do you stand on this?
I. K. - It's a crucial element in the redefinition of the agency's role. Our overall results for mid-2005 show that sales generated by our consultancy activities have increased by almost 60 % in one year. What's even more encouraging is that nearly 16 % of this consulting business is generated for companies that are not Carlson Wagonlit Travel customers. For us, consulting is an excellent way of entering a company with a good image of expertise, thanks in particular to our 'group' solutions. All the more so as consulting is becoming an important lever for optimising travel budgets, particularly for key accounts. Which just goes to show that the gamble taken by pure players, who only operate online, is not necessarily the wisest one...
Bio Express
1957: Born in Dôle. Law degree and Sup de Co Dijon.
1981-1991: Sales Engineer, then Key Account Manager, then Sales Director at Bull.
1991-1996: Sales Director for British Airways in France.
1997-1999: Executive Vice President UK and Ireland at Air France.
1999-2001: Sales and Marketing Director, Carlson Wagonlit Travel France.
2001-2003: Vice President Sales and Distribution, Disneyland Resort Paris.
2003-2004: CEO of Carlson Wagonlit Travel France, then Vice President Sales & Marketing EMEA Carlson Wagonlit Travel.
2005: Vice-President, Marketing and Communications, Carlson Wagonlit Travel worldwide.
