Solutions Travel launched in early 2023 with a vision to combine world-class service with industry leading technology in the travel management space. To accomplish this, it selected Spotnana Cloud for TMCs as its core technology infrastructure.
Initially aimed at serving small-to-medium-sized businesses, it became clear to leadership that large enterprises and multinational corporations would also benefit from the combination of Solutions Travel’s high-touch service and industry-leading technology provided by Spotnana.
“We combine best-in-class technology with a best-in-class content strategy and mix that with proactive account management and a VIP level of service,” said Brett Leslie, Senior Vice President of Strategy & Growth at Solutions Travel. “This allows us to serve companies in all segments without having to be a ‘mega’ agency.”
In addition to servicing SMBs, Solutions Travel serves enterprise clients with programs spanning across the globe in 44 countries and counting. Spotnana technology empowered Solutions Travel to quickly scale its operations and win clients with complex global programs, having recently begun operating in Asia-Pacific after the success they saw outside of North America, namely in Europe and South America.
Solutions Travel can launch multinational customers quickly and easily, since Spotnana’s global travel platform is deployed as a single global instance for each customer. With Spotnana’s highly configurable tools for travel managers, Solutions Travel’s customers are able to simply and efficiently launch their travel programs.
“We have clients that operate in upwards of 30-40 different countries, with a lot of different integration requirements and complexity,” said Michelle Kramer, Senior Vice President of Customer Experience at Solutions Travel. “The simplicity of using Spotnana means the majority of the implementation is self-service. It’s so user friendly, it allows us to focus on market implementations, travel management strategy, and the traveler behavior of our clients.”
Spotnana enables Solutions Travel to provide travel services to a variety of Spotnana technology channel partners, as well as further expanding its ability to serve the global corporate travel market.
“We work with Spotnana pretty much every day on innovation based not only on our ideas, but through our feedback from our customers,” said Mark Walton, Founder and CEO of Solutions Travel. ”When we start a relationship with a customer they’re buying us not only for today, but what we’re going to be tomorrow and the years after.”
Global, technology-first travel management
Solutions Travel uses Spotnana Cloud for TMCs to power its travel operations without legacy system constraints. Solutions Travel has also built customized reporting functionality to serve its customers on top of Spotnana’s System of Record.
“The simplicity of focusing only on Spotnana has been a huge win for everybody, because it allows us to put all of our efforts into solving our client needs,” said Kramer. “It feels like Spotnana is our technology arm, and we aren’t two separate companies.”
As a Spotnana partner, Solutions Travel benefits from an open feedback loop with Spotnana’s product team, providing the ability to influence Spotnana’s product roadmap to meet the needs of its clients.
“People should be able to love their online booking tool,” said Kramer. “It’s never been a thing in travel; everybody has always accepted the fact that they don’t like their booking tool. It doesn’t need to be that way, and it’s not with Spotnana.”
Solutions Travel consistently receives high CSAT scores of 4.7 out of 5 from its customers. Spotnana technology allows Solutions Travel’s experienced travel counselors, most having 10 or more years of experience, to focus on high-value activities, with proactive problem-solving and rapid response times for travelers.
Spotnana enables travel agents to see all traveler information in our agent companion view pane, along with all of the same travel content that a traveler sees in our Online Booking Tool.
Additional Spotnana capabilities for increasing agent productivity include:
- Team, task, and queue management – organizes agents into any structure and creates rules that automate the routing of tasks based on queues and other criteria.
- Automated quality control – ensures bookings are accurate and data is complete. Allows TMCs to create rules to automate continuity checks, fraud detection, data validation, configuration verification, and more.
- Advanced contact center tools – enables TMCs to benefit from built-in tools for omnichannel service via chat, email, and phone using Spotnana’s deep integration with top tier contact center software.
“It speaks volumes when you see the passion of all the experienced travel counselors who want to be part of this new, modern ecosystem, which makes things easier and better for travelers,” said Kramer. “They’re taking advantage of the fact that everything is in Spotnana, so they’re able to be on the exact same page as the traveler in an instant.”
Solutions Travel also benefits from how Spotnana’s open architecture supports the ability for TMCs to develop their own custom capabilities. Solutions Travel is currently working on a self-service onboarding feature, for example, that will further accelerate their ability to onboard new clients.
“The beauty of Spotnana is its open-API environment and the ability to build custom processes with a marketplace of options for a customer,” said Leslie. “Customers now have the flexibility to choose what works best for their internal clients and their employees.”
With a growing client base and consistently high satisfaction rates, Solutions Travel is positioned to further improve its offering for clients and expand its presence in the global travel management marketplace.
Looking forward, the Solutions Travel team is focused on expanding their global reach while maintaining their commitment to exceptional service. The company plans to leverage Spotnana’s technology to enter new markets in the Middle East and Asia-Pacific, while strengthening its presence in the U.S., Europe, and South America.
