Directions October 2016
FCM Staff Newsletter October 2016
Data Excellence Centre
Over the last couple of months the team was busy on National Data Pipeline(NDP) project which will revolutionise how we report internally and externally on all the data we collect. The first stage of NDP deployment into our business will allow us to offer FCM Clientbank Connect to National and Trans-Tasman (Australia & New Zealand) customers and will be our data and analytics platform going forward. We are planning on activating access for Account Managers in early October and upon successful training and internal review will extend access to our external customers. During September we have launched new tiered offering for Connect targeting different customer needs and clearly articulating what is part of a standard free offering and what is premium subscription-based service. If you want to know more about NDP or Connect tiers, please contact Data Excellence Centre or talk to local Account Manager.
Welcome to your Frequent Learner Program delivered via Compass, our new learning management system. Compass is the start of us revolutionising the way we carry out Learning and Development. The learner experience on Compass is interactive, intuitive, collaborative and social. We have moved to Compass so that we can deliver more training in ways we’ve never done before. We’ll be able to up-skill our people in a more timely way by delivering in a variety of flexible methods.So it's goodbye Gateway! Hello Compass! For Travel Managers we are proud to re-launch a refreshed Gold Level of the Travel Manager Academy from 7 October. New look Diamond to follow in the coming months. From there we will deliver new content via a Maintain Your Status Level. For Account Managers we are delighted to deliver to you the re-designed, updated and engaging Account Manager Academy - Compass style. The Welcome Aboard Program will be available in Compass from November onwards. Sales - stay tuned! The FCM Sales Academy will be going live in Quarter 3. #GOMAD.
A great month in the Account Management discipline with the re-signing of NAB, our largest customer for 3 + 2 years. Our Toward 360 target is tracking nicely, we have re-signed or moved off risk $ 82m in TTV, 22% of the way to our target. Well done to the VIC AM team who have contributed to all of the current re-signs in this target. Congratulations to Jenni St Clair, the first winner of our Pinnacle Incentive to sign a customer (British America Tobacco). Enjoy your weekend in the city and dinner as part of your reward! The 2 main focuses are the Maintenance Roll and getting PD's and sign off as well as rolling out the Value Model that the TL's have worked on.
CBS are on the move. We are relocating to level 4 Berry St, to be with our FCM colleagues. Welcome to our new FinRecs leader Adam Isaac. Finrecs specialise in Enhanced Data, Enett Reconcilliations, Bank Recs, and all major Balance sheet reconciliations & reporting With the very handsome Blake Hamilton poised to take over Belinda Birtles role in Victoria, the equally gorgeous Sucheta Soora has moved across from our Credit control team to our FinRecs team, to complete the Enett Reconciliations. Credit control are introducing our clients to the late payment fee this month. This is to prompt payment of overdue accounts and reduce the risk of doubtful debt within our business. Our Indonesian AP team are processing about 12K chargeback invoices per month, with workshops continuing to take this number to 16K-18K in the coming months. Work is being done on multiple fronts to ensure this happens.
Technology is continuing the drive to improve consultant productivity, we have a number of initiatives underway: • Business Process review of Booking Fulfillment activities • Bulk Invoice Loading and Incidental Breakdown capture and reporting • Auto Fulfillment, same carrier through fares development is underway Nearly 38.4% of all bookings are now automated in some way, this is a new record and is growing every month. Technology is also now heavily engaged with our implementation team looking to drive new standards and practices in how we interact with and manage the on boarding of our new wins.
We are in the process of deploying an exciting new team structure, which will benefit our internal customers as much as our external customers. More information will be available shortly on what this means to you, your role and your customers. Watch this space! We have a multitude of new customer implementations and technology transitions underway across the country. In particular, the ANZ global go-live is underway, with Australia & New Zealand now live and trading, and the Global roadshow kicking off with Singapore and Hong Kong this week. Please bear with your amazing CIMs during this transition period while we strengthen our team and transform this important part of FCM Australia into a high performance unit!
Marketing have been working closely with sales and account management on a number of pitch and re-win opportunities including Macquarie, Glencore, Tabcorp, Crown Hotels, and Singtel. In addition we’ve been supporting with QRGs, User Guides and ongoing communications for clients. It’s also been a busy month for content with new case studies and white papers released to educate and inform our customers – these include Tabcorp, the Generational Effect, a joint paper with cievents on MICE and travel RFP, and new hotel reviews. To view the latest stories visit the News Hub. We also started sending out our Weekly Travel News. In September we launched FCM 360, the name for our technology, service and travel product and we also started work on some new videos for our core technology products. Current campaigns include GPU $10 offer, FCM Approve and the new Portal coming out soon!
After a quiet start to the new financial year, the sales team have hit the pavement and we are now seeing fantastic activity in the market with plenty of RFP's coming through the door! In terms of results we are off to a flying start with $90m in closed won NEW business, with a further $28m of re-wins in conjunction with our AM team. Our $200m target is well in sight, with some great global accounts in their final stages - fingers crossed! Competition is tough but we have a great sales proposition with plenty of new technology to showcase including Serko book via mobile! Congratulations to Juls, Rob & Tristo who are currently sitting at #1,2 & 3 top BDMs in the world! FCM represent!!
This month we welcomed Blake Hamilton to the FCM Finance Team as a commercial analyst. He will support the Jets business while Belinda takes 12 months maternity leave. The finance team were involved with 15 pricing submissions for new and existing clients and we have worked in conjunction with the CBS Credit Control team to create a master client database. This will be used to charge late fees to our customers who are paying outside of terms. Other projects that will be pursued in the coming months include formalising the process and charging of the account keeping fee to our customers and continuation of the fees project from last year to ensure we are capturing missing revenue. Cameron Stirling recently attended a 2 day Project 1 workshop which involved viewing the current setup of Dynamics AX for the FCM USA and Canada business, identifying shortcomings for our finance team and the CBS finance team, and putting project owners in place to help with the redesign of the system as we prepare for AUS rollout.
The FCM expense policy was updated this month in conjunction with a refresh of concur expense approvers. For the majority of the business your commercial analyst will be your point of contact for expenses!