Case Study Fonterra
Situation
Client Since
Travellers
Market
2013
6000
16
Previously this account was managed by a single travel management company (TMC)
however there was no global structure or unified global program, each country operated
independent of one another.
Fonterra previously utilised multiple reporting platforms across its 16 markets to
manage travel reporting requirements, this has subsequently been consolidated into
a single platform using FCM ClientBank.
Prior to joining FCM, Fonterra had a single account manager based in New Zealand.
FCM has introduced a multinational account management structure (AM) including local
AMs in each country and a global account manager to oversee the entire program.
Fonterra is a global co-operatively owned dairy nutrition company which includes
well-known brands such as Bega and Mainland cheese and Western Star butter among
others. In August 2013 FCM commenced the task of implementing 16 individual markets
for a travel program comprising more than 6000 travellers world-wide.
Approach
“FCM took the lead
on rebuilding from
scratch Fonterra’s
segmented human
resources data which
was a big task – this
was all completed
while also transacting
and managing live
bookings.”
Hind Farry
Vendor Manager – Corporate
Services, Group Procurement
fcm.travel
The FCM global account management and implementation teams worked in cohesion
to develop the program proof of concept and blueprint for Fonterra which would serve
as the guideline to implement the program efficiently in all markets. A tailored change
management and communication plan was launched, including new travel booking and
approval procedures to assist in controlling costs.
The team worked to deliver:
ƒƒFCM technology ecosystem in all markets including 12 FCM Portal sites and 3 Online
Booking Tool sites utilising Serko Online.
ƒƒNational and Multinational FCM ClientBank reporting implementation.
ƒƒInternational SOS deployment across 12 markets.
ƒƒ49 FCM Roadshows globally at Fonterra sites.
ƒƒNew booking process and form launched to offline markets.
ƒƒOn-site implant at Fonterra New Zealand site for unique groups/events management.
ƒƒPre “Go Live” launch for New Zealand and Australia due to service risks with
incumbent agency 2 weeks early due to cut off by previous TMC.
ƒƒFCM were required to source, develop and load hotel program of 138 properties into
the GDS including sourcing accommodation in remote farming areas where regular
corporate hotels were not available.
Case Study Fonterra
Challenges
There were a number of challenges that presented during the implementation process
that the FCM account management and implementation teams worked to resolve:
ƒƒInitial scope of implementation changed from four countries to twelve,
representing an increase in total transaction volume of USD 26m.
ƒƒIncumbent agency in Australia and New Zealand were not agreeable to a transition
period and provided a specific cut off date which meant FCM had to implement and
Go Live with these markets weeks earlier than the original agreed Go Live date.
ƒƒFragmented Human Resources data including cost centre structure which FCM
implementation and account management teams rectified within the first six
months of trading by completely rebuilding all cost centre structures.
ƒƒNever had a true global program before which made implementation more
challenging. Many staff in regional areas lack of understanding about travel
programs and were resistant to change.
ƒƒFCM were required to take the lead on communication between head office
and regional staff.
Results
The multi-faceted implementation process was completed in 12 weeks with each
market completed within the scheduled 4 week period. Some early results post
implementation included:
ƒƒOnline adoption in OBT markets increased to 89% for Australia and New Zealand
from previous 70% (New Zealand) and 89% (Australia).
ƒƒIn Singapore where previously no OBT had been implemented, online adoption
of 75% was achieved.
ƒƒPurchasing card use in New Zealand increased from 30% to 70% after
implementation – allows Fonterra to reconcile in Spendvision so faster
and more efficiently.
ƒƒNew travel policy and approval process launched in mid December 2013,
driving compliance and increasing cost savings.
ƒƒGlobal Travel Program fine tuning during Q1 based on transparency and
findings in program expenditure with monthly compliance reporting which
drives best practice.
ƒƒNew travel policy was implemented including online travel approval reflecting
the Fonterra management hierarchy of 11 levels.
ƒƒFCM ClientBank Connect has delivered global dashboard reporting for
Management team at Fonterra.
fcm.travel
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