an advanced materials company wanted a TMC that actually picks up the phone
They had SAP Concur, a mature travel program, and $1M in annual spend — they just needed a TMC partner who responded like they meant it. Within 90 days of switching to Telios, every call was answered in 3 rings and emails resolved in under 24 minutes.
A Concur-savvy company that outgrew its TMC
an advanced materials company is a mid-sized advanced materials company with around 60 employees traveling monthly across the US on a $1M annual travel budget. They weren't starting from scratch — they already had SAP Concur configured and an established travel program. What they'd lost was a TMC partner that kept up with them.
The infrastructure was there. The service wasn't.
Their problem wasn't their tools — it was their TMC. With Concur already running, the gaps were entirely on the service side: slow responses when travelers needed help, no visibility into unused ticket credits sitting idle, executive fares not being optimized, and monthly reporting that left their team guessing.
- Slow response times from their previous TMC when issues arose
- No visibility into unused ticket inventory — credits going to waste
- Executive airfare not being actively optimized for lowest fares
- Monthly reporting was thin and didn't support forecasting
Why this matters for companies like this
When a mid-size company has $1M in travel spend and a capable tool like Concur, the TMC's job is to be the expert layer on top — proactively surfacing savings, handling disruptions fast, and giving the travel manager clear data. Slow response and opaque reporting aren't minor annoyances; they directly cost money and time.
Higher-touch service on top of their existing Concur setup
Telios didn't rebuild Their program from scratch — they took what was working and added the layer of attentive, expert account management that was missing. The focus was speed, visibility, and optimization.
Rapid-response account management
Calls answered within 3 rings. Emails responded to within 23.3 minutes on average. When something goes wrong at 11pm before an international flight, someone picks up.
Unused ticket recovery
Full visibility into outstanding unused ticket credits — proactively surfaced and applied to future bookings so nothing expires unnoticed.
Executive fare optimization
Lowest fare strategies applied to executive travel — not just accepted at face value, but actively worked to find the best available option within policy.
Monthly reporting & forecasting
Clear, consistent monthly reports that give the travel manager actual visibility into spend patterns, trends, and upcoming cost pressures.
Service metrics that speak for themselves
In the first three months of the partnership, Their SLA data showed what a responsive TMC actually looks like in practice.
SLA data covers April–June 2025, Telios Travel internal reporting.
How that compares to a typical large TMC
Industry benchmarks for corporate TMC email response often run 4–8 hours. For companies with under $2M in travel spend, large TMCs typically don't assign dedicated agents — meaning every call hits a queue.
What their travelers said
These aren't survey scores — they're direct feedback from client employees after real travel disruptions were handled.
Already have Concur — just need a better TMC?
If your current agency isn't picking up fast enough, you're probably losing money on unused tickets and missing savings you don't even know about.
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