Navigating RFP season is one of the biggest challenges for travel buyers, amidst a backdrop of more corporates travelling for business, seeking face-to-face connections to support their strategic goals, plus the increasing focus on traveller wellbeing as well as key sustainability considerations.
An RFP, at its core, is a search for specific solutions that set travel buyers up for success. Understanding these dynamics, taking a proactive approach and proper preparation are all critical in ensuring an effective RFP process that not only has a positive impact on the bottom line, but above all, ensures the happiness and wellbeing of the company’s corporate travellers.
Taking a care-led approach to what can, at times, feel like a cost-driven process, is where we tend to find travel buyer clients feel a huge sense of achievement, not only by meeting the company’s corporate travel goals for the upcoming year, but also through the sense of satisfaction that comes with showing care, and ultimately doing the right thing for your people, especially for those who spend so much time ‘on the road’.
Understanding the ‘why’
First and foremost, travel buyers must understand why they are undertaking a RFP in the first place. Not only will this help to define their goals and objectives for the process, but also ensure that they align with the wider business values.
Travel buyers should review their current travel programme’s performance, identifying gaps for improvement – from travel spend and compliance to traveller satisfaction. For any change in supply to be truly successful it’s important buyers have the voice of their travellers to address their needs and demonstrate care towards them. It’s critical to share this insight with TMCs – quite simply, the more you put into the process, the more you will get out of it. Without clear goals, it’s merely a pricing exercise.
Creating a strong RFP team
Engaging other stakeholders from across the business will give you a 360-degree view of the company’s travel requirements and help ensure the RFP is as comprehensive as possible. I’d encourage you to consult finance, the people/HR team, and frequent travellers, as a minimum, thereby building a strong, multi-discipline team.
Setting a realistic RFP timeline
Setting a clear timetable at the outset will help avoid unnecessary pressure further down the line. It’s easy to underestimate how long the process will take, with many buyers only giving themselves a couple of months, leading to stressful delays. This will be determined by the value of your contract and the complexity of your programme. Allow sufficient time for any foundational work, stakeholder discussions and consultation, a response from the travel management company and the subsequent vetting processes. Crucially, it also allows time to ensure that your company values meet and complement those held by the potential new TMC. Your ultimate goals may differ, but your overarching sentiment, and simple ‘way of doing business’, should be shared.
Getting to know the market
When it comes to inviting TMCs to participate in the process, knowing the business travel market, the kind of suppliers in the space and again, those with whom you share similar values and culture, is critical. Shortlisting a select group of TMCs aligned with your business will focus the RFP process, as well as saving time.
Similarly, conducting industry benchmarks on your travel programme can provide valuable insights around the expectations of a travel management company, their services and support.
Moreover, meeting with TMCs before issuing an RFP is essential. It provides an opportunity to observe their people and technology in action, helping you evaluate whether their company culture and capabilities align with your needs. This in-person approach is far more effective than relying solely on paper evaluations, and if a good fit isn’t apparent at this stage, it can save valuable time for all parties involved.
Clarity and transparency
Clear communication is the foundation of the RFP process – whether you are the buyer or supplier. Well-defined requirements and expectations from buyers will generate more accurate and relevant responses from TMCs, which in turn enhance buyers’ decision-making process.
Whilst RFPs can be a complex process and significant undertaking, with the right level of planning and preparation, it can become far more manageable and successful. Keep in mind that while it’s crucial to follow a formal and rigorous process, it’s equally important to maintain strong communication, fairness, and transparency from the start. If your goal is to enhance your travel programme by choosing the right TMC, the outcome will justify the effort.
To reiterate, do keep people at the heart of your process. Though vastly important, this isn’t solely a cost-saving exercise, it’s about driving the most value from your corporate travel management, and finding the right partner to share and support your strategic goals. After all, it’s likely that you’ll have daily liaison with the people at your TMC – in which case, you’ll no doubt want to ensure that they show care and support not only throughout the RFP season, but in the many ‘miles’ to come.