When Netherlands-based Philips selected BCD as its global travel management company in 2022, the stakes were clear: streamline operations, enforce policy, and cut costs. However, memos alone cannot bring about change in the Asia-Pacific region, where offline booking is still prevalent and travel habits are deeply ingrained. The problem in APAC: how digital tools interact with cultural realities Concur Travel for five key markets (Australia, India, New Zealand, Philippines, and Singapore) and TripSource® China, our in-house solution built for the nuances of domestic Chinese travel, needed to be quickly implemented by Philips, a global leader in healthcare equipment and services. The goal wasn’t just adoption—it was transformation. Philips needed employees to switch from calling consultants to looking at options that had been reviewed and approved. Every offline reservation meant that savings and compliance were missed.
Strategy over sentiment: Nudging behavior, not just announcing tools
Philips and BCD didn’t rely on top-down mandates. Instead, they used a strategy with multiple components: Targeted training: Travel arrangers and travelers received training and guidance tailored to their booking habits.
Internal campaigning: Philips’ messaging focused on time saved and wider choices—not just policy enforcement.
Consultant redirects: Travelers who tried to book offline were gently steered back to the OBTs, reinforcing the shift without friction.
Education and debunking of myths: Travelers were shown that international point-to-point itineraries can be booked online just as easily as domestic flights, dispelling a widespread misconception that international flights require offline booking.
The payoff: Adoption, savings, and a blueprint for expansion
The outcomes were hard to ignore after two years: Online booking rates in India, Australia, and China surged from under 20% to 70–75%.
In the region, savings of more than US$278,000 were achieved. Travelers were able to compare fares and finalize trips within the OBT, avoiding conversations with consultants about their travel preferences or requirements, resulting in improved booking efficiency. The initiative won internal praise and laid the groundwork for possible expansion into other Southeast Asian markets like Vietnam, Indonesia, and Thailand.
“Through our collaboration with BCD Travel, we have learned that robust technology is a key enabler for our corporate travel program,” said Fei Wang, Regional Category Manager for Travel, Meetings & Expense at Philips APAC. We trust BCD’s expertise to help us navigate these opportunities and continue to drive efficiency and productivity in our travel management efforts.”