VIP service
VIP trips slipping through
The incumbent agency frequently overlooked important trip details — for the travelers who mattered most to the business.
Case study · Food Manufacturing
From a VIP pilot to a company-wide program.
How Baldwin Richardson Foods scaled its Telios travel program from a single VIP traveler to full company-wide adoption — 200 travelers — in one year.
The client at a glance
Food
ingredients manufacturing
Apr 2025
Telios client since
200
travelers enrolled
Apr 2026
full company-wide migration
Your Telios team
One account manager. Five dedicated advisors.
Every company that signs with Telios works with the same small, named team — one dedicated account manager and five travel advisors who learn your travelers by name. Not a rotating call center: the same faces on every call, every trip. That's what makes the experience personal, close, and genuinely high-touch.
Account manager for this program
Anandhy Saa
Account Manager
Backed by your five dedicated advisors
Your single point of contact for this account — coordinating the program end-to-end and looping in the right advisor the moment a traveler needs one. The same five advisors support every Telios client — so whoever picks up already knows your program.
The results — one year in (H1 2026)
99%
advance-purchase rate on air
87.4%
online booking adoption
97%
calls answered in 3 rings
1–2 hrs
average issue resolution
The challenge
Why BRF left its previous TMC
Fit
A call center too big to care
BRF wanted an agency sized to manage its travelers efficiently — without the friction of a large, impersonal call center.
Savings
Little vendor leverage
The program lacked the negotiation leverage to turn travel volume into real cost savings.
Proof
Trust before scale
Rather than migrate everyone at once, BRF wanted proof the new agency could deliver — starting with the group that mattered most.
The Telios solution
A phased rollout — earn trust, then earn scale
-
01
Phase 1 — Prove it with one traveler
The engagement began in April 2025 with a single VIP traveler as a live test of Telios's service model — including leisure travel handled alongside business trips.
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02
Phase 2 — Expand across the VIP group
With the pilot successful, Telios took over BRF's full VIP traveler population, backed by a named account team and policy-based cabin rules.
-
03
Phase 3 — Full program migration
On April 12, 2026, BRF's non-VIP travelers migrated onto the Telios-managed program in SAP Concur — the entire enrolled population under one platform, one policy, and one point of contact.
On SAP Concur
One platform, negotiated vendors
Policy enforced at the point of booking
SAP Concur configured so BRF's travel policy applies the moment a trip is booked — with a 99% advance-purchase rate on air, reflecting strong policy adoption.
SAP Concur99% advance-purchase
Negotiated vendor agreements
National Car Rental and Enterprise cover 95% of rentals, with negotiated hotel rates at properties including Hampton Inn Rochester Penfield, Chicago Marriott Oak Brook, and Home2 Suites Corona.
Cars 95% · hotels
One named account team
The same named team across VIP and general travelers — no rotating call center.
VIP + general
Policy-based cabin rules
Cabin rules applied by policy, so premium travel stays within guidelines.
In-policy
The adoption story
Through H1 2026, the non-VIP migration completed — more of BRF's workforce moved onto the managed program each month, until the full 200-traveler population was booking in one place, under one policy, with one point of contact. Growth here meant adoption, not friction.
Service levels, H1 2026
13 min
average first response (9 min for VIP)
2 hrs
average resolution (1 hr for VIP)
97%
of calls answered in ≤3 rings
Looking ahead
Still finding savings for H2 2026
Unused credits
Recovering unused ticket credits
Open ticket credits are surfaced and applied before they expire — so value isn't left on the table.
Policy
An economy-default policy
A proposed economy-default policy for non-VIP domestic travel, applied at the point of booking.
Vendors
A preferred-rate hotel agreement
A negotiated preferred-rate hotel agreement in BRF's busiest travel corridor.
Common questions
About this engagement
Baldwin Richardson Foods (BRF), a food-ingredients manufacturer. Telios has managed its corporate travel program since April 2025 — scaling from a single VIP traveler to the full 200-traveler population in one year.
A phased rollout: a one-VIP pilot in April 2025, expansion across BRF's full VIP group, then full non-VIP migration onto SAP Concur on April 12, 2026 — the entire enrolled population on one platform, one policy, and one point of contact.
In H1 2026, the full non-VIP population migrated onto the managed program, online booking adoption reached 87.4%, 97% of calls were answered within three rings, and issues resolved in one to two hours on average — with a 99% advance-purchase rate on air.
Its previous TMC overlooked VIP trip details and offered little vendor leverage. BRF wanted a right-sized agency — not a large call center — and proof before scaling, which the VIP pilot provided.
On top of the already-negotiated rates, Telios keeps surfacing savings — recovering unused ticket credits before they expire, a proposed economy-default policy for non-VIP domestic travel, and a preferred-rate hotel agreement in BRF's busiest corridor.
Yes — for mid-market companies with $100K–$2M in annual travel spend. Get in touch for a free spend analysis, and we can start with a pilot before scaling.
Let's talk
Want proof before you switch your whole program?
We can start with a pilot — your most important travelers — and scale once we've earned it. Begin with a free spend analysis.
Start with a pilot · Free spend analysis · No commitment
