Professional Travel Service + Deem

Deem is unique in that they are a 16-year old company that acts and disrupts like a startup. What this means to us, is that Deem is far more willing to take on challenges while still being an established organization with a global reach.” 
— -Steven Lee, Manager at Professional Travel Service
 

Company: Professional Travel Service

Location: Minneapolis, MN

Market: Small to Mid

34 years in the travel management business

  • Stop attrition of top corporate accounts and grow the business
  •  Offer an integrated travel and expense booking tool
  • Provide a best-in-class experience for both the end user and the company
  • Stay innovative and modern in the ever-changing travel landscape 

The Challenge

Following the economic recession in 2008, Minneapolis-based TMC Professional Travel Service found themselves with the rest of the travel industry in an extremely challenging landscape. “The recession shook everything up, but the most significant factor in the small to mid-market travel space was the emergence of the integrated travel & expense solution from Concur,” said Steven Lee, Manager at Professional Travel Service.

At the time, none of Professional Travel Service’s clients utilized a travel and expense integrated online solution. With over 30 years in the industry and their future on the line, they began their search for an integrated travel and expense solution for their customers. They were determined to find a solution that was user friendly, technologically robust, and met the needs and expectations of both the end user and the decision maker.

“We understood that in order for us to grow, and maintain our current client base, we needed a solution that had the ability to compete; we needed a solution that would create a new standard in online travel and expense space,” said Lee.
 

The Solution

The travel market in Minneapolis is a saturated, so the team knew they had to choose a solution that would sell itself. “Deem was the only product that had a roadmap to create a viable and robust integrated travel and expense solution for organizations of all sizes,” said Lee.

Deem’s focus was on the user experience, and built for the traveler, unlike other tools out there that were built primarily to satisfy the CFO and Procurement Manager”

While compliance and policy management are important, we feel that empowering employees through a best-in-class user experience will ultimately drive adoption rates, which in turn will determine the success of your travel and expense program,” said Lee.

In 2009, the company implemented the Deem platform as their lead Travel & Expense solution. “We established a companygoal to transition all of our corporate accounts onto the Deem platform.  That goal was realized in just two short years,” said Lee.

 

The Results

98% Retention rate

Increased client retention rate YOY to over 98%.  

217% Transaction increase

Deem transactions have grown by 217% from 2012-2016.

$350K Annual Savings

Deem’s 24/7 “automated agent” decreased labor costs by an estimated $350K per year based on current transaction rate.

40% Annual revenue increase

Annual revenue  increased by an average of 40% YOY, since implementing Deem in 2009 as their lead T&E solution.

137% Hotel revenue increase

From 2012 – 2016 due to a significant increase in hotel attachment rates on Deem.

PTS Historical record

August 2016 was  a record month with the the most GDS monthly transactions in the company’s 34 year history

 

PTS Deem PNR's

Sep 2013- August 2014 +83% growth

September 2014- August 2015 +31% growth

September 2015-August 2016 +16% growth

Overall Growth using Deem 130% from 2013-2016

 

Lee says that 90% of new business has chosen the Deem Travel and Expense booking tool. “Deem balances the objectives of a company and what the traveler needs and wants,” said Lee. Another benefit for customers who choose Deem’s technology has been Deem’s Services and Support teams. “Deem’s service is a huge selling point. Customer service and the implementation process are very important to potential clients,” said Lee. "Clients can see how easy it is to get in touch with the right person at Deem whether it’s joint calls, implementations, or customizations.”  

Deem has features that may seem small but are huge to Professional Travel Service’s customers, such as calendar integration. The Deem solution’s user experience improved efficiencies and streamlined processes which helped drive down costs for their clients along with their own costs due to Deem’s 24/7 “auto agent” which Lee estimates as saving the company $350k annually in operating expenses.

“The product is the best out there but there’s also a human element to the partnership that has also contributed to our success,” says Lee. “When we think about Deem, we think of them as a partner that cares about our success, responds thoughtfully to our feedback, and innovates. Their product flexibility and continuous innovation allow us to be relevant in a constantly evolving industry.

“We went with Deem as it was easy to use, reasonable pricing, and overall did the best job for our company. We love the delegate access feature, easy profile management, and ability to add special pricing for hotels.”