Taking the time to correctly build policies and supplier contracts into your self-booking tool can pay huge dividends.

Driving higher levels of adoption via an SBT can offer companies real cost savings in terms of reduced TMC fees and lower travel costs.

Research shows that travellers seem to be happy using such systems but where systems are slow, difficult to use or lacking access to the relevant content then high adoption levels will be that much harder to achieve.

Successful SBT adoption is only achieved through a good implementation, user-friendly processes and education.

To achieve adoption rates over 80% companies must mandate the use of the tool and continue with a programme of communication.

Here are some recommendations for improving low adoption:

• Consider mandating use of the SBT in the travel policy and combine with targeted training for those travellers that are currently non-users.

• Review the system and ensure any technical issues are overcome.

• Keep a record of bookers’ issues and use them to identify opportunities for improvement.

• Ensure inclusion of preferred carriers and prevent travellers going directly to supplier websites.

• Integration of the SBT with corporate IT systems (eg expense management) results in reduced administration tasks and would therefore incentivise travellers to make greater use of the tool.

• Travellers will use the system if they see their managers using it so senior management buy-in is important. Senior management endorsement of the SBT in internal company communications are an important first step in driving up adoption.

• Setting adoption targets and regular performance reporting in internal communication channels will keep the adoption programme in travellers’ minds.