Travel Expense Management

Our Account Management program sets us apart. The program is structured to provide each of our clients with attentive Account Managers who are professional travel management consultants and the key liaisons for our travel partnerships. Account Managers bring industry knowledge, high levels of interpersonal skills, and solid goals and objectives to their accounts. Your Account Manager will implement quality control and quality assurance strategies to ensure monitoring, identifying and correcting deficiencies in the quality of service provided to your organization. Some of the Account Manager's responsibilities and strategies include:

• Initiating and coordinating implementation plans
• Assisting with the travel policies
• Accomplishing travel management objectives
• Preparing supplier analyses
• Identifying and negotiating supplier services and discount opportunities
• Presenting travel seminars, familiarization trips and focus groups
• Conducting traveler satisfaction surveys
• Reviewing service levels on a monthly basis
• Preparing and presenting annual business reviews
• Ensuring contractual terms of our agreement are met
• Acting as the primary contact and point of authority

Your Account Manager will be key to the development of a strong communications link between USTravel Corporate Travel and your organization, as well as to the implementation of a Quality Control/Quality Assurance Program. There are several ways in which communication will be developed to its full potential, ensuring continuous monitoring of quality services and self-inspection.

• Develop a rapport with travelers and travel arrangers during implementation and informational seminars
• Work closely with your Travel Manager and Contract Administrator to ensure and encourage open lines of communication
• Provide communications via newsletters, e-mails in reference to industry news, customer comments, technological breakthroughs

Your Account Manager will also perform Customer Service Satisfaction surveys by using the following methods:

• Customer Comment Cards (pre-paid return postage) included with each ticket
• Customer Surveys (by e-mail, phone or by mail)
• Account Manager site visits, open communication and interaction with travelers and travel arrangers

Account Reviews
Although continuous dialog takes place throughout the year, the Account Manager will also conduct a comprehensive account review once per year. The date, time and place will be determined by mutual agreement at the close of the year. The annual review will provide a concise overview of expenditures and travel patterns, vendor performance, and service reviews. Generally, we plan such reviews to require approximately two hours.

Employee Empowerment
Empowerment is the cornerstone of our customer service philosophy. Each employee is empowered to resolve problems immediately, even if it requires a monetary solution, without seeking managerial approval. The majority of customer service situations are resolved at the agent level within 24 hours.

Customer Comment Cards
Each USTravel Corporate Travel ticket jacket holder contains postage paid Customer Comment Card requesting feedback on the quality of service offered our travelers. Some of the categories include courtesy and promptness, on-time receipt of travel documents, fare and routing options offered, and comments about our staff and service. The owner/general manager, account manager and regional manager review these cards and recognize the office and agent for a job well done. Likewise, if there are any areas of concern that are expressed in the comment cards, the person writing the comments is contacted for further explanation and the service matter is addressed.

Implementation Plan
The implementation plan will include key milestones and dates, a chart identifying all individuals and their functions and responsibilities for the implementation plan in order to expedite the setup of the travel accounts.