Customer Groups and Customers

Groups of customers can be assigned to a customer group.  This allows you to report on the customer group and individual customers within a group.  For example, if Movetech Australia and Movetech New Zealand were set up as individual customers (or debtors), then you have the option to create a group (Movetech Group) to link the spends together.  This is great feature where the customer requires consolidated reporting across all businesses as well as reporting for individual businesses.

Customer Group displaying grouped customers, Movetech Australia and Movetech New Zealand.

Furthermore, Travel Analytics is designed to display information only when it is available.  Therefore, if a customer has regions and divisions in their report hierarchy, all of these fields will display on the dashboard.  However, if the customer only has divisions in their hierarchy, then the regions will be hidden from view.

Selecting Movetech Australia from the Customer drop down automatically hides the region drop down as it is not included in the hierarchy.

Report Hierarchy

Arguably, Report Hierarchy was the most important enhancement Travel Anaytics deployed in 2016.  In a nutshell, Report Hierarchy allows administrators to download, amend and reload a new organisational structure (report hierarchy) for their data within a matter of minutes.

The functionality is a vast improvement on the traditional method of maintaining report hierarchy, which involves the Travel Manager updating individual traveller profiles within the mid office, reservation and online booking systems.  A process that often takes days, if not weeks to complete.

While the reduction in time and effort are substantial, so to are the improvements in the accuracy of the data presented to the customer.

Often travellers will travel across multiple cost centres belonging to different parts of the organisation.  Traditional travel management systems find it difficult to deal with this, as the traveller profile is linked to a static hierarchy and any variations cannot be matched to the correct structure.

Report Hierarchy turns this issue on its head, as the functionality automatically associates the correct organisational structure to the cost centre entered at the time of booking.

During development, we experimented with customer data with a little over 1500 cost centres, which over two-thirds were duplicates, obsolete, incorrectly entered or missing.  When it gets to this stage, the data becomes unless, forcing customers to manually download and correct the data to make sense of it.

Using Report Hierarchy we were able to download the existing data, remove the duplicates, merge obsolete data, correct mistakes and format the data into the correct hierarchy using the cost centre as a reference point.

Extract from the file used to upload an updated Report Hierarchy. In this example, we are splitting the cost centre to display the number as a code and the abbreviated name as the full name.

Therefore in matter of minutes, data is transformed from being almost unusable to highly structured reports, where little or no manual manipulation is required to get the information the customer needs.

However, cleaning up the data is the first part of the process.  The second part, and more important, is programming the system to identify and clean up rogue data when we import it.  We do this using aisles – you send me ‘HR Head Office’ and I am going to call it ‘Human Resources’.  What’s great about aisles, once it’s corrected, any subsequent errors are updated automatically.