What high-growth SMEs get right about travel: balancing technology and human expertise
As your business grows, your travel programme needs to grow along with it. Some approach this by investing heavily in technology and automating everything. Others double down on a traditional human travel consultant-led approach, keeping processes manual and relationship-driven.
High-growth SMEs do both. They recognise that neither a tech-only nor a human-only model can truly be successful. The strongest travel programmes bring together smart, centralised, self-service tech with access to real human expertise. Most importantly: they know when to lean on each to achieve the best results.
This is the final post in our series on what high-growth SMEs get right about travel. Click here for the full series.
TL;DR
- Technology can handle simple travel situations, but isn't as reliable when things go wrong.
- Human support is traditional and more supportive, but comes with a lack of oversight.
- High-growth SMEs balance the two for smarter travel management.
When tech falls short
Modern travel booking platforms can handle simple travel situations without issue. But as companies grow, so does travel complexity. Multi-leg itineraries, last-minute changes, group bookings for conferences, and constantly changing visa requirements start to stack up. Tech is getting better all the time, and AI enhancements are quickly shifting the window of what we thought was possible in business travel.
But what happens when things go wrong? Flights get cancelled. Hotels mishandle reservations. Borders close. The most advanced technology still lacks the nuance and real-world experience needed to give travellers peace of mind while they’re away from home, and make sure they are safe and supported.
When your team relies solely on technology, it’s your internal staff that bears the burden when problems come up. As great as your team may be, they usually have their own work to get done. Troubleshooting complex travel issues probably isn't the best use of their time. Problems are only magnified as your company grows.
When a human-only model holds you back
On the other end of the spectrum, some businesses stick entirely with the traditional travel management approach. Every booking goes through a consultant, every change requires a phone call or email, and there's little to no real time visibility into what's being spent or why.
The model has its advantages. That nuance we talked about earlier? Your expert travel consultants have it. Something goes wrong? You have the right people in place to address any issue your travellers may encounter. It can work, but again, as business grows, it creates friction.
Simple bookings that could be made easily online, are now put in the hands of travel consultants, taking their time and resources away from the more complex issues. Approvals take longer because there's no automated workflow. Finance teams struggle to get a clear picture of travel spend because the data might be in a spreadsheet. It might be in an email. Wherever it is, it’s not centralised.
Without comprehensive and consistent real-time reporting, it's hard to spot trends, enforce travel policies, or identify where money is being wasted. Decisions get made reactively, not based on data.
High-growth SMEs win with this human + tech business travel strategy
Companies with highly optimised travel programmes take a blended approach. They give travellers the autonomy to handle most bookings quickly, through an intuitive mobile platform. Travel gets booked. There’s no need to stop for a phone call.
When complex bookings or emergency situations come up, human experts are there with empathy, an understanding of the logistics, and knowledge of best options because they’ve encountered them before. They can put your travellers at ease by handling even the most tricky and nuanced travel situations.
A capable, modern travel management company (TMC) can help you build this strategy. Context is the key to success, and the best TMCs know your business, not just your bookings. They understand your company’s direction and its typical travel patterns.
Corporate Traveller and Melon bring tech + people together
At Corporate Traveller we've built our model specifically for growing businesses like yours that need both advanced technology and human expertise working together.
Melon, our centralised travel management platform, gives you a fast, intuitive way to search, book, and manage travel. Straightforward bookings take minutes, and you get real-time visibility into spend, policy compliance, and traveller locations. Your finance team gets the reporting they need, when they need it. Your travellers get a simple, streamlined booking experience that keeps them moving forward.
Technology is only half the picture. Every Corporate Traveller customer has access to dedicated experts who know their business. When things get complicated, our team is ready with the experience, the context, and the capability.
Tech vs. people shouldn’t be a choice you have to make. Success lies in finding the right combination of smart people and smart tools. It’s about having the right support, in the right way, at the right moment.
Build a winning travel programme with Corporate Traveller
How can the right combination of tech and human expertise work for you? Corporate Traveller will help you get there, combining leading-edge tech with genuine human expertise. You get the speed and autonomy your travellers need for day-to-day travel, with the strategic support your business needs to keep growing.
Ready to get started? Contact our team today.
