Speed
Slow responses when it mattered
When a traveler needed help, the previous TMC was slow to respond — no one picking up at 11pm before an international flight.
Case study · Advanced Materials
A manufacturer that finally got a TMC that picks up the phone.
A $1M US program already on SAP Concur — what it lacked was responsive service. Within 90 days of switching to Telios, every call was answered in 3 rings and emails resolved in under 24 minutes.
The client at a glance
Advanced
materials manufacturer
~60
monthly travelers, US
$1M
annual travel spend
SAP Concur
already in place
Service metrics that speak for themselves
100%
calls answered in 3 rings
23.3 min
average first email response
3 hrs
average issue resolution
90 days
to full program results
The challenge
The infrastructure was there. The service wasn't.
Leakage
Unused credits going to waste
No visibility into unused ticket credits sitting idle — value quietly expiring.
Optimization
Executive fares not optimized
Executive airfare accepted at face value instead of worked for the lowest in-policy option.
Visibility
Reporting too thin to forecast
Monthly reporting left the travel manager guessing about spend patterns and upcoming pressures.
What Telios did
Higher-touch service on their existing Concur
Rapid-response account management
Calls answered within 3 rings and emails responded to in 23.3 minutes on average. When something goes wrong at 11pm before an international flight, someone picks up.
Named team, measured SLAs
Unused-ticket recovery
Full visibility into outstanding credits — proactively surfaced and applied to future bookings so nothing expires unnoticed.
Nothing expires
Executive fare optimization
Lowest-fare strategies actively worked on executive travel, within policy.
In-policy
Reporting & forecasting
Clear monthly reports on spend patterns, trends, and upcoming cost pressures.
Monthly
Large TMC vs. Telios — for this client
| Large TMC (typical) |
Telios
Best fit
|
|
|---|---|---|
| Call answer | Queue-based, variable wait | 100% within 3 rings |
| Email response | 4–8 hours typical | 23.3 minutes average |
| Dedicated agent | Rarely under $2M spend | Yes — a named team |
| Unused-ticket visibility | The client's problem | Proactively surfaced |
In their own words
Not survey scores — feedback after real disruptions
Verified traveler messages
“Very helpful to resolve an issue with a ticket that didn't book properly on the website. It took a couple of call-backs from Telios that Friday night and again on Saturday, but all was handled so I didn't lose the seat or the fare for my flight to China.”
“I appreciate the quick and thorough replies. Thank you!”
Common questions
About this engagement
Within 90 days, 100% of calls were answered in three rings, emails were resolved in 23.3 minutes on average, and issues in about three hours — on the same SAP Concur setup, with no re-platforming.
No. Telios took over service on the existing Concur configuration and added the expert account management layer that was missing — the technical handover takes about a day.
Industry email response often runs 4–8 hours, and TMCs rarely assign dedicated agents under $2M in spend — so every call hits a queue. This client got a named team, 3-ring pickup, and proactive unused-ticket recovery.
Yes — especially if you already run Concur and just need a better TMC. Get in touch and we'll show you how.
Let's talk
Already have Concur — just need a better TMC?
If your agency isn't picking up fast enough, you're likely losing money on unused tickets and missing savings. Let's talk about switching.
No re-platforming · ~1-day handover if you have Concur
