Delivering strategic meetings management

Highlights

Working in partnership with this customer since 2004 to deliver strategic meetings management.

Background

This customer is one of the world’s longest standing general insurers, made up of over 13,500 employees. For over 300 years, they have provided peace of mind to individuals and families, as well as protecting small businesses and large corporations from uncertainty.

 

We provide a venue sourcing and group accommodation solution for this organisation's UK offices. Through our staged approach, we supported them to consolidate expenditure and provided full transparency of booking patterns to key booker stakeholders. Savings achieved during this initial contract were as high as 27%.

 

Over the years, we’ve continued to work in partnership to deliver strategic meetings management that includes; higher acceptance of client T&Cs by venues, flexible invoice solutions, targeted end-user activity, policy reviews, and more.

Location:

National


 

Categories:

Strategic Meetings Management


 

Sector:

Professional Services

Objectives

NYS’ strategic meetings management programme was structured around the following objectives:

  1. To communicate and deliver excellent service

  2. Deliver real savings 

  3. Drive Initiatives to deliver maximum contract usage and minimise leakage

  4. Work as a team to strengthen relationships and build on joint strategy

These formed measurable Key Performance Indicators (KPIs) which are monitored by the Account Manager and recorded within the Contract Management Plan. These were:

 

  • At least 90% of Service Levels to be achieved

  • Average DDR to be reduced

  • Leakage to reduce year-on-year

  • Shared savings to total 15% of spend

Our relationship has grown over a 10 year period and during that time NYS have delivered exceptional service to our business whilst managing agreed KPI’s to deliver real added value. Business needs have changed over the years and NYS have been flexible, understanding and supportive, the relationship is one we are proud of.

Finance Supplier Relations Manager

Results

We exceeded all KPIs, as detailed below.


Service levels
Our team achieved 100% of service levels from year end 2012 through to the end of 2015 inclusive. The achieved service levels included:

 

  • All venue find requests completed or responded to within 4 hours of receipt

  • Zero errors on booking confirmations

  • All agreed Management Information accurate and on time

  • Calls to the helpdesk answered within three rings Reduction in Average DDR


The average DDR were reduced from £63 (London) and £47 (rest of the UK) in 2012, to £60 (London) and £40 (rest of the UK) by 2015. A 5% - 15% saving.

Compliance
Leakage has reduced to less than 2%.


Savings
Dynamic rate negotiations by our specialist teams and channelling bookers to low cost venues played a significant role in driving cost savings.

 

In addition to these direct savings, NYS has facilitated efficiency savings by developing a bespoke invoicing solution, with statement reports produced each month to match the client’s billing cycles. NYS also manage a purchasing card, and have worked with preferred venues to mitigate merchant fees.

Other contracted activities

Support with change

Our team has also supported this organisation through an internal restructure and the introduction of a new CEO. Reducing conference expenditure was a key priority during this time and they ultimately chose to instigate a temporary stop on all meetings spend. We helped to cancel approximately £176,500 worth of events scheduled to take place during this time and negotiated with venues to mitigate cancellation charges and save £140,000. Further negotiations with venues resulted in additional refunds in the form of credit notes for future events.

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NYS is a specialist brand of Capita Travel and Events Limited. Part of Capita plc. © 2019. All rights reserved.