Webinar: Tuesday 18 May, 1600 CET

Association of Swiss Travel Management/Chartered Institute of Procurement & Supply jointly present:

5 Ways Covid-19 Has Transformed Travel Management – And What It Means For Your Job

Interaction management, mobility compliance, sustainability, duty of care, supply chain resilience … The way companies engage with travel suppliers and handle employee trips is going to look very different as corporate travel resumes post-pandemic. This webinar walks you through the policy, process, technology and communication changes you need to make. 

Learn too how those who manage travel can evolve and extend their roles in the new environment, and how procurement chiefs can make use of those skills.

 

Speakers:

• Nathalie Ansermoz, Indirect Procurement Country Manager/EMEA Travel Manager, Parker Hannifin
• Scott Gillespie, Managing Director, tClara
• Karen Hutchings, Travel Services, Meetings & Events  and Brand Marketing Communication Leader, EY
• Rosaria Torriani, Talent and Organization EMEA Manager, Parker Hannifin

Moderator:

Amon Cohen, Speciailst Business Travel Writer

 

Book your FREE place for this reservation now!

https://us02web.zoom.us/webinar/register/WN_JnE7HFgaQ6yN1a34ANhsYw

Prepare to re-open quickly for business travel

Business trips domestically, across Europe and globally, as well as trade fairs and congresses are foundations for current and future wealth creation. Our member companies send their engineers out into the world to build plants, commission sales staff to complete new orders globally, and send scientists to institutes and to conferences to facilitate scientific exchange, just to mention a few examples.

In order to make sustainable, domestic and international business trips possible again during and after the corona pandemic we demand:

1. Implementation of Digital Sanitary Certificate 

With EU Digital Green Certificate as a standard, domestic health certificates in many European countries, CommonPass and/or IATA TravelPass, there are plenty initiatives for a digital sanitary certificate. Interoperability between various digital health certificates in Europe and globally is essential. We call for the introduction for such digital certificates as soon as possible, to allow business travelers to move again without restrictions in Europe, and possibly even globally. 

2. No quarantine for healthy travelers when crossing borders

Business travelers should be allowed to cross borders free of quarantine, if they have either recovered from Covid-19, are vaccinated or can present an up-to-date negative PCR test. 

3. Re-open Europe coherently

Restarting business travel in Europe is not only a matter of the European Union or EFTA. All European countries, of course including Norway, Switzerland and the United Kingdom, should act aligned to open their borders for much needed business travel.

Please contact us to learn more how we support the restart of business travel across Europe:

 

ABTA Austria, abta.at                                     DBTA Denmark, dbta.dk

aegve Spain, aegve.org                                  FBTA Finland, fbta.net

AFTM France, aftm.fr                                    NATM Netherlands, natm.nl

AITMM Italy, aitmm.it                                   NBTA Norway, nbta.no

ASTM Switzerland, astm.online                     SBTA Sweden, sbta.se

BATM Belgium, batm.be                                VDR Germany, vdr-service.de

CORTAS Netherlands, cortas.nl

 

 

The ASTM and the German VDR join forces in Business Travel Education.

ASTM Members can profit from reduced fees when booking a seminar at the VDR-Academy. 

The ASTM is delighted to offer our German speaking members this excellent educational content. The VDR-Academy combines many years of expertise with a wide range of high quality seminars. This is a fantastic foundation for a cooperation that will be for the benefit of both partners. 

The VDR and the ASTM have carefully selected courses that are relevent for the Swiss audience. You can find the selection here https://www.astm.online/events/trainings

For more details you can contact the ASTM as follows:

contact@astm.online

+4144 461 0895

For the full press release by the VDR please visit this link:

https://www.vdr-service.de/nc/aktuelles/einzelnews/news/vdr-und-schweizerische-astm-kooperieren-bei-der-weiterbildung-im-geschaeftsreise-management

The current COVID-19 crisis can provide a window of opportunity for promoting sustainability transitions across the globe, but these goals can only be achieved with deliberate planning and carefully designed strategies in production, services and communication within our industry. 

The session highlights the post-covid 19 learnings and findings as well as thought to concretely reduce CO2 emission in a short time. Our moderator for this session is industry veteran Willy Schnyder.

He will be supported by a strong keynote to set the stage. Feedback will come from the panel that will be equipped with thought leaders from the airline industry, from one of Europe's leading train networks and from corporate buyers. 

The focus lies on midterm milestones and which transformations are needed to achieve the targets and to avoid a climate collaps for the next generation. 

More soon under https://www.businesstravelshoweurope.com/kick-off 

Q & A with Urban Lederer, CEO of Lexxton, our brand-new partner.

ASTM: Urban, thanks for finding a few minutes for the ASTM.  For our members who have not yet heard of Lexxton could you please give us a quick company introduction?

Urban: Lexxton is a Swiss based and managed company, founded in 2011, providing its services to global corporations, governmental institutions and international organizations.

Our 3 main business streams are the following:

• Integrated security concepts
• Travel & Mobility Risk
• Crisis Management

ASTM: Thank you for this initial overview. To give this another perspective: what would your customers say about you if we were to ask them?

Urban: I am very happy that I can share some customer statements with you.

“The Lexxton team supported us efficiently and highly competently in the development of the new travel policy and the integration of the AI based travel risk platform X-Assist.” 

Jolanda Walker, Head Emergency and Crisis Management Swisscom

“IWC has worked with Lexxton for several years. Among other things, the team has extensive knowledge and tools in the area of travel security. Especially during the COVID phase we are always kept up to date.”

Michael Schneider, Associate Director IT & Security, IWC Schaffhausen

ASTM: Have you introduced any new products or services recently that our members could be interested in?

Urban: We support global corporations to fulfill their duty of care by implementing processes (travel risk policies) and provide the most advanced mobility risk platform "X-ASSIST" to protect their employees and travellers / expatriates by using AI and automated communication channels. How is "X-ASSIST" working:

• It integrates travel data and maps the location of mobile assets
• It finds relevant security incidents rapidly with the help of artificial      intelligence
• Immediately it matches the location of mobile assets with ongoing security incidents. This takes just a few seconds
• The platform then asks proactively for the status of alerted travellers and feeds the status back to management in less than 1 minute
• Most centrally it communicates in the language your employees feel comfortable with including English, German, Spanish, French, Italian, Japanese, Chinese etc.
• It then alarms the responsible management if support is needed and automatically triggers emergency support measures
• Finally the system allows our Operation Centre to take over crisis response 24/7 and worldwide.

Thank you very much for the overview and welcome to the ASTM!

Interview with Carole Vuillerme, Sales Manager – Lake Geneva Area

ASTM: Good afternoon Carole, thanks for finding time for the ASTM. As a fairly new player in the Swiss market can you summarize for our readers the concept of Appart’City and help us understand “who you are”.  

Carole: But of course, it is my pleasure to do so. With more than 100 apart-hotels representing 13,000 apartments, Appart'City is in the heart of the large urban areas and cities of France, Belgium and Switzerland. Our offer ranges from 2 to 4-star properties. We are set up for both business and leisure stays. The concept of Appart'City is very simple: we offer our guests the comfort of an apartment with the choice of hotel services, for one night, a week or more.

ASTM: How have you been dealing with this very difficult health crisis at Appart’City? 

Carole: Like many companies in the hotel and tourism sector, our apart-hotels in Switzerland, France and Belgium had to close their doors for several weeks in spring. Since June, we have gradually reopened a large part of our apart-hotels and our teams welcome their guests with all the necessary health precautions and in strict compliance with the health protocol planned by Appart’City. This of course is strictly following the recommendations of the official authorities. For a peaceful stay, specific welcome measures have been put in place throughout the customer experience. Many hotel services have been redesigned, with even more flexibility given to our guests. You can see the welcome measures in our apart-hotels currently open, for a peaceful stay: WATCH THE VIDEO

ASTM: Do you have any other product updates that might be of interest to our members? 

Carole: Generally we see that people need space and the freedom to move around. The impact of the health crisis has turned everyday life upside down and we see that a number of new behaviors are emerging: reinforced telecommuting, "homemade" cooking, small committee meetings, etc. At Appart'City we are giving a lot of attention to these changes in order to best meet the needs of our guests.

Our apartments are on average 27 sqm, compared to 15 sqm for a classic hotel room. They offer an office space, with very high speed Wi-Fi.  Each apartment has a fully equipped kitchen, to which our guests can add a choice of typical hotel services. Our products are particularly adapted to the situation since they allow, thanks to the kitchen in particular, professional trips in complete safety, by offering an alternative which facilitates the respect of social distancing. In addition, we offer very flexible cancellation conditions.

Thanks for this update, Carole!

Interview with Roxanne George, Country Director FCM Switzerland

How does it feel to be a Travel management Company in 2020?

Against all expectations, things are going pretty well! We are lucky to be able rely on our parent company Flight Center Travel Group (FCTG), which brought together 900 million dollars (AUD) of capital injection. We have also implemented specific measures in our Geneva branch so that the resumption of activity takes place in the best possible conditions. There have been a lot of redundancy plans or closures with our competitors, but we managed to retain all of our employees and extend remote office work.

While FCM Switzerland did not close and business trips have been very limited, how did you keep busy?

Even with a greatly reduced travel activity, our teams are still active. If the trips are still rare, there is nevertheless a willingness of companies to prepare for post COVID, and recent vaccine announcements have encouraged further reservations. But it's also a great time to question yourself. We were able to focus on our long-term strategy and took the opportunity to do an internal audit of our invoicing procedures, in order to improve ourselves and train our employees to use new and more efficient practices, following feedback from our customers. Beyond that, our commercial activity in Switzerland is still growing and the projects of our customers' implementation is still ongoing. We have concentrated our efforts on maintaining our quality of service so that our customers are the not impacted

How long have you been on the Swiss market ?

Our adventure in the Swiss market began in 2010 with the opening of our agency in Geneva by a team of 5 people. Today we are a team of 25 business travel experts based in our Carouge office. Since the beginning, we have grown at least 30% per year thanks to our growing portfolio of clients: companies and organizations in all sectors combined, including BCP (private bank), Quotient (pharmaceutical sector), Cimpress (e-commerce / printing) or Find (NGO). Our presence in Switzerland was also marked by our partnership with the STM, the launch of which we supported in 2015, and we continue on the same path with ASTM today. The Swiss business travel market is particularly demanding on the quality of service. We have been able to develop in this market thanks to our unique model.

Please share more about your service model?

Among the major global TMCs, FCM is different because we rely on a international network (97 countries in the world), but remain a very human agency, accessible and local, which allows us to deliver a high-quality service with a strong relational dimension. Our model is very different from that of a call center: our agents are united within teams dedicated to a reduced number of clients, and are based only in our offices in Geneva. Moreover, we are reaping the fruits of our management model, our travel agents are rewarded based on their performance and customer satisfaction. As a result, our teams are enthusiastic and very involved for the benefit of our clients.

Thanks for this insightful update, Roxanne!

Interview with Andreas Stöckli, GM Hotel Schweizerhof, Zurich

Let us start with an essential question - What got you to here?

Wow, this is quite a question. I started off as a cook with an apprenticeship when I was 15 years old. I ended up travelling the world and cooking in far away places such as the Bahamas or South Africa. I even managed a Camping site in the most beautiful Sardinia. I am happy to say that I cooked for billionairs and also for homeless people. I met everybody with the same respect and cooked for them as if I was cooking for a friend. When I as 27 I went back to school and started to study hotel management in Lucerne. My teacher for political economy said that who has not made it at 30 will never make it. This was my wake up call. I went on to work for Radisson first at the Radisson Blu Basel then as GM Park Hotel Zurich Airport,then at the Radisson Blu Frankfurt and finally in St. Gallen. While my family stayed in Germany and I worked in St. Gall I was determined to find a new home for all of us and I sent a letter to the Schweizerhof asking them if they could see me as their new GM. I knew that their current GM was heading for retirement soon. I had seen what global hotel chains can offer. I wanted something better than that. Luckily they wanted to meet me and I started here in 2014 as GM. The rest, as they say, is history…

So please tell me why this place is Paradise.

This hotel is a brand new hotel with a nearly 150 year history. Did I say location? There is no property more centrally located in Zurich than the Schweizerhof. You walk out oft he main station and here you are. You know this house is larger than all of us. This house will be here when we are gone as it was here before we were here. In life you get to a point where you have seen every discotheque. They all look the same and play loud music. This place however is top notch. It is brand new every day and has been for nearly 150 years.  With the revenue generated through the hotel we have been able to reinvest about 2 milllion  swiss francs into the hotel every year . Imagine this at «Bahnhofstrsse» the Champs Elysées of Zurich. We now have 98 rooms of which 11 are suites and we employ 100 staff to keep this house a place to be. We can be home to business travellers and to pleople who want to discover Zurich at the same time. Our focus is to be 70% stability and 30% innovation. A good mix  even in a comlipcated year like 2020.

Good point. How is 2020 affecting you ?

What can I say. We spent a lot of time and money on further developing our house to be as I said before top notch every day. We took the crisis as an ivitation to transform our house to be up with the best in Zurich. We are number two on tripadvisor. Have been for months and want to stay there. If you dont move you get blown away. Faster than you can think.  My team is fantastic. They understand why we need to do what we need to do. We are operating with a clear mind and and open heart. Now and forever. Underpromising and over delivering. Step by step we create the next 150 years. 

Thank you very much for this update!

 

Interview with Cédric Fraissinet, General Manager - Switzerland & Italy at International SOS

What is your role at International SOS and how must I imagine your daily tasks? 

I’m General Manager at International SOS in charge our Swiss and Italian businesses. The role of International SOS in Switzerland is to help employers in protecting their workforce from health and security risks. It consists of advising on occupational health and security strategies, facilitating the implementation of risk mitigation measures such as situational monitoring, threat tracking, staff training and provision of information to employees or organization’s management. Medical and security assistance to travelers and assignees is as well a significant part of our activity. We do support a large variety of organizations : most of the NGOs and IGOs HQed in Switzerland, quite a few universities and private schools, the majority of multinational corporations based in our country but as well an even larger number of Small & Medium size companies.

How has International SOS been helping its customers in this complicated year?

The COVID-19 pandemic is driving a fundamental change in the health & security support we provided to our clients. Though the number of travels has obviously dropped, most of our clients still need some of their employees to go abroad. Important to mention that International Business Travel is still possible despite COVID-19 and the obvious complexity of the organisation of such journey. Our role consists of enabling these movements and empowering our client staff to travel safely. We have experienced a dramatic increase in demand for support & information from travellers who tend to call us now 5 times more than last year.We have seen as well a significant increase of requests for information and advices by the management of our clients. The number of calls to our Assistance Centers by managers has been multiplied by 10. 

As a consequence, we have adapted our operational resources, grown our intelligence and analysis resources and enriched our response enablers to stick to the needs clients expressed. Medical and Security assistance became as well much more complex in an environment where all local infrastructures were under the tremendous pressure imposed by COVID-19. Nevertheless leveraging our 26 Assistance Centers across the 5 continents we maintained the same operational level :

We assisted over 33 000 COVID-19 related cases.

We completed TeleConsultation cases in 24 countries.

We operated 30 charters with 1,900 passengers.

We were able to perform over 450 air ambulance movements for COVID-19 patients & other patients, from over 100 countries

As with every crisis there is always a lot of room for innovation coming from an extreme situation. Has the crisis lead to any new products and services that your clients can benefit from? 

Yes, agility and innovation were instrumental skills ! I am extremely proud of what our team managed to achieve in the past very challenging months. 

Following our client’s requests, we rapidly expanded beyond our traveler and assignee proposition, to provide a holistic Workforce Resilience solution. 

COVID-19 made our clients realise that the support to staff was to be consistently managed whatever people are in-country people managers, site-based workers, domestic and international business travelers, international assignees and office/ home based workers.

The response has to be holistic (from blue collar mental health to assignees mass evacuations) and consistent across the entire worldwide workforce. No more silos. Fascinating times during which we work now simultaneously with HR, Corporate Security, Business continuity and Travel managers.  

The scope of our services is now available to any employee of our clients and designed to the specific need of each staff category. The support to management has been as well reinforced with insights and advisory that supports business resilience. We are of course heavily engaged in facilitating business travel resumption, but we support as well the mitigation of COVID-19 and others health risks at the workplace whatever it is company premises or employee’s home.

What is your outlook 2021 like from a business perspective?

COVID-19 is an accelerator ! We expect it to transform our business lives at least as much as September 11 did change permanently the philosophy of security in the business travel environment. 

Health is now a strategic driver on the radar of CEOs. The Human Capital Resilience shall certainly become a major pillar of organisation’s sustainability.

We will carry on expanding our focus on Workforce Resilience to support that strategic agenda. In terms of risk trends for the coming year : I highly recommend to attend our Risk Outlook 2021 online conference on 10th of December. Among other topics discussed by our experts and external thought leaders, we will disclose the result of a Resilience Trends Survey conducted with Ipsos MORI over 1,400 risk professionals across 99 countries. Quite insightful !  LINK

Interview with Andreas Schneider, Head of Kuoni Business Travel Switzerland

Hi Andreas, where do we catch you today? Zurich, Lugano, Geneva? Good question but you forgot to mention Uzwil our newest Location in Switzerland. And the answer for now is none of the above. I am currently in my very own office in my house in Mainz. My hotel of choice in Zurich has decided to close for December and early January due to very low bookings and so I decided to come for a last visit for this year at the end of November. I will be back mid-January and for now work remotely like everybody else. For a quick personal assessment… How many times did you start talking and were still on mute? Probably like everybody else way too many times but apart from this working remotely has given us all a lot of new found agility. Indeed it has. Can you please share some highlights and achievements of this year that you and your team have had and implemented? We started the year off very well with the implementation of NDC for anything that is booked via our Kuoni Online platforms. Kuoni was the first TMC in Switzerland to fully implement this new standard. Of course this was celebrated accordingly. We also implemented a fully automated visa process with Viselio. All our offices can handle this process and thanks to Viselio we can even offer our travellers access to a Covid test. We also completely upgraded our hardware and software to enable carefree working from anywhere. Our staff love the opportunities this creates for them. We have implemented Microsoft Teams and Microsoft Telephony. Any of my colleagues has access to any document ever created at any time via their mobile and their laptop. This is my view on empowerment. This enables a very fluid mix of working from home or working from the office. From an HR perspective this is a fantastic upgrade for our team. This sounds great and makes 2020 a not so bad year after all. Do you have any other topics you would like to share? Indeed I have more news for your readers. One of the first things I noticed when I took over from Serge Bacher was the importance of attention to detail and language. I am very happy to say that we can now offer 24/7 service in German, French and Italian. The main point being „at no extra cost“! Why? We wanted to take emergency topic out of a 24/7 availability. It is no emergency if you need to speak to a consultant after 6pm. It is just a necessity and we are very happy to cater to this necessity. We see it as a service. Thanks to our new and fully connected platforms everybody has access to everything at any time and emails that come in once our offices close for the day are worked on in our new service centre so that our customers get replies in due time regardless of day of the week or time. Wow this is indeed a first! 24/7 at no extra cost. Congratulations! Anything else to share? For now all I can say is that we have a fantastic piece of news that I will be happy to share in the next newsletter. We are testing a new product and the results are making the team very happy. The launch is set for March. I believe that is when your next quarterly newsletter goes out. Am I right? 

Indeed you are. Thanks for catching up.