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Usha Jose – Maritz Travel

by on October 7, 2007

Maritz Travel is a global leader in travel industry. It is the biggest business unit of the 1 billion plus private held Maritz, and specializes in group travel and travel for corporate meetings. Following 911 attacks, travel industry suffered a major setback and many companies cut back on their travel expenses in order to meet the challenges of a slow economy.
When Rich Philips joined Maritz in 2003, things were not rosy, and he decided that there should be a way to woo back customers. He endorsed a data repository initiative to better integrate business, and also championed SOX compliance. This was followed by BPM revamp that started in 2006. In Maritz, BPM touches everything from billing to selling and this has helped the company to improve customer satisfaction and to reduce overhead by10%. This has in turn enabled them to invest in new product solutions. Rich’s decision to opt for a flexible software solution proved successful because it catered to the needs of loyal customers with whom Maritz wanted to remain flexible. Philips success in BPM installation also relied heavily on achieving a successful collaboration between Business, IT and Operations segments.




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