Through expert planning, collaboration, and efficient execution, Shell successfully transitioned to its new TMC. The result was improved service levels, enhanced technology, and a travel programme optimised for future success.
Shell is a global group of energy and petrochemical companies, employing around 96,000 people across more than 70 countries.
The Mission
Shell sought to transition their travel programme across 49 global locations from its incumbent Travel Management Company (TMC) to a new provider through a phased rollout.
A key challenge was that the implementation project started during a period in which most of the world returned to travel post the COVID19 pandemic, resulting in significant disruptions across the travel industry. Another challenge was ensuring a well-coordinated transition for all traveller types, including business travellers and offshore rotators. Minimising disruption was critical to maintaining operational efficiency and ensuring continued travel access.
The Issue
The implementation of a new TMC required meticulous planning and execution to avoid disruption – particularly as it coincided with the post-pandemic return to travel and the widespread challenges facing the industry.
Challenges
- No Overlap Allowed: The incumbent TMC did not permit a transition period, meaning the new TMC had to be fully operational by the go-live date.
- Complex Travel Needs: Shell’s workforce included both traditional business travellers, expatriate workforce and offshore rotators, requiring a highly customised travel management solution.
- Limited Internal Resources: The highly skilled in-house travel team needed external project management support to ensure a smooth transition without impacting daily operations especially given the need to simultaneously manage the disruptions the travel industry faced in summer 2022.
- Need for External Knowledge: Shell had not changed TMC for over 15 years and therefore required specialised external expertise to navigate the complexities of transitioning to a new provider.
- Technology & Operational Readiness: Internal systems needed to be aligned with the new TMC’s technology for an efficient transition.
- Structured Decision-Making: A governance model was required to manage risks, maintain accountability, and make key decisions efficiently.
The Solution
Festive Road with its hive mind of expertise, a proven track record in managing complex transitions and ability to work proactively with the client’s TMC of choice stepped in to partner with Shell to manage the major transition.
Roader consultant, Abi Cummings was appointed to lead the project, whose deep expertise and exceptional relationshipbuilding skills shone through during the entire implementation. Abi’s ability to establish strong rapport with key stakeholders across Shell and the new TMC was instrumental in ensuring a smooth transition. Her collaborative approach to Create Better fostered trust and ensured open communication throughout the process.
Festive Road’s engagement ensured a structured, on-time transition, and key elements of the approach included:
Project Governance & Management:
A framework was established to oversee implementation, including weekly project management meetings and bi-weekly senior sponsor reviews.
Stakeholder Coordination:
Festive Road worked closely with Shell and the new TMC to align expectations, execution, and decision-making processes.
Go/No-Go Readiness Framework:
Festive Road’s methodology provided clear criteria for operational, technical, and contractual readiness to determine whether each phase was ready to proceed.
Hands-On Approach:
Abi acted as an extension of Shell’s team, allowing internal stakeholders to focus on business-asusual activities while the implementation process was diligently guided by Festive Road.
Outcomes
The successful transition to a new TMC delivered noticeable benefits for Shell:
- Enhanced Service Levels: The project led to measured progress in response times and service quality – for example, reducing call response times from over two hours during the post pandemic disruption to under one minute.
- Technological Advancements: A leap in innovation, including:
- Improved booking experience (both online and offline)
- Chat functionality for real-time traveller support
- Mobile App providing integrated access to booking, support, and real-time updates
- The new TMC score above 90% overall traveller satisfaction consistently
- Adaptive Change Management & Engagement: Shell and the TMC led best-in-class comprehensive ‘Change and Engage’ initiatives, including in-person roadshows, training, portal updates, guide materials and ongoing communication, ensuring smooth adoption of the new TMC
Avoiding Potential Pitfalls
Festive Road’s involvement prevented several risks that could have disrupted the transition:
- Ensuring Proper Implementation: Misconfigurations were prevented that could have occurred without travel team oversight.
- Proactive Issue Resolution: Potential challenges were identified and mitigated before they escalated.
- Maintaining Business Continuity: No disruptions to travel operations were caused, preventing severe consequences.
- Leveraging Industry Expertise: Lessons from previous TMC implementations were applied to avoid common pitfalls.
The Result
Through strategic planning, governance, and expert execution, Festive Road successfully led Shell through a complex, high-stakes TMC transition.
The leadership provided by Festive Road’s dedicated consultant ensured that a well-coordinated implementation was achieved, leading to enhanced service levels, and an optimised travel management programme for the future.
“Festive Road brought independent, trusted partnership to this complex transition. Their collaborative mindset, expert guidance, and governance ensured a seamless move to our new TMC with zero downtime. With their support, we delivered continuity across 49 countries, improved traveller experience, and set our travel programme up for future success”.
Julia Sullivan
Shell, Corporate Travel Strategy Manager
“It was true collaboration – we were all in this together, working towards a common goal. Bringing the efforts of Shell, the new TMC, and Festive Road into harmony allowed us to put the best solution in place for the experience of the travellers and bookers. This collaborative approach is one of the key reasons why the project was a huge success”.
Abi Cummings
Festive Road Consultant
Festive Road is an independent company providing consulting and outsourcing services globally to travel and expense buyers.