Customer success story

Stewart Travel Management Case Study

TTMC’s systematic approach and calling expertise drive lead generation success for Stewart Travel Management

Stewart Travel Management, the corporate arm of the Brooklyn Travel Group, has been a leader in corporate travel solutions since opening its first store in 1972. Headquartered in Glasgow, it operates with a team of 400 employees and contributes to the group's impressive annual turnover of £500 million. The company specialises in delivering cost-effective and efficient travel solutions for businesses, ensuring optimal budget utilisation and seamless travel experiences. With a strong commitment to customer service, it offers a hybrid booking model combining 24/7 human support with an advanced online booking tool. Its value proposition includes access to discounted travel rates, expert advice, comprehensive reporting, and a flexible, market-leading fee structure.

Campaign objective and project background

Stewart Travel Management had tried in-house lead generation but faced challenges due to limited resources and difficulty in achieving a structured, systematic approach. Recognising the need for a more effective approach, a team member—who had previously worked with The Telemarketing Company (TTMC) and was impressed by the quality of their delivery —recommended the agency for a pilot campaign. Having used another telemarketing agency previously, the client was also keen to benchmark TTMC’s performance against their earlier experience.

The primary goal was to generate high-value business opportunities by identifying and engaging potential corporate clients and scheduling meetings for the company’s Head of Sales. Given the competitive nature of the market, the goal was to prioritise lead quality over quantity, focusing on prospects with an estimated annual travel spend of at least £20,000.

Project execution

A thorough briefing was carried out to cover all elements of the company’s brand and proposition. TTMC appointed an experienced caller with the skills and resilience needed to meet the campaign’s requirements. The client had full visibility into campaign performance through TTMC Connect, the agency’s real-time reporting portal, with access to call recordings, live performance data, and in-depth analytics. This would enable them to monitor progress and offer prompt feedback to refine and improve the approach.

The call strategy was to position Stewart Travel Management as a superior corporate travel partner while addressing common challenges faced by corporate travel managers. Core messaging highlighted its market-leading fee structure, exclusive corporate rates, and flexible credit terms. To lower the barrier to engagement, the brand was positioned as a no-risk alternative, offering a free trial alongside existing travel providers, allowing businesses to benchmark rates and service quality before making a commitment.

The team engaged key decision-makers, including Office Managers, Executive Assistants, Procurement, Operations, and HR professionals, identifying those with decision-making authority and updating existing data to improve targeting.

Conversations were designed to be natural and engaging, using carefully crafted open questions to uncover pain points and prompt discussion. These included:

  • "How do you currently book your company’s business travel?"

  • "How would it benefit your team if your travel provider responded to requests within 90 minutes?"

  • "How important is 24/7 agent access for handling travel emergencies?"

By encouraging prospects to reflect on their current provider’s limitations, agents were able to introduce Stewart Travel Management as the solution, tailoring an offer to address their individual needs and interests. Common frustrations such as high online booking costs, limited credit facilities, slow response times, and lack of after-hours support were addressed by highlighting key benefits, including centralised billing, volume-based discounts, and a guaranteed 90-minute response time.

The campaign was refined in real-time through close collaboration between TTMC and Stewart Travel Management. The client provided regular feedback and guidance to help navigate pricing complexities and fine-tune messaging in response to customer feedback. Access to call recordings and insight-sharing via TTMC Connect gave the client full visibility off-site, while on-site visits allowed for live call listening and close collaboration to ensure alignment on approach.

Where companies were not actively reviewing their travel management options, TTMC scheduled follow-ups to ensure the brand remained front of mind for future benchmarking. Prospects with upcoming travel policy reviews were also flagged for further outreach, ensuring longer-term pipeline development.

Results

By working with TTMC, Stewart Travel Management has been able to expand its reach, engage high-value prospects, and generate meaningful sales opportunities aligned with its strategic goals. The campaign successfully positioned the client as a cost-effective, service-driven alternative to existing travel providers. It delivered a flow of qualified leads and a future pipeline, while also cleansing and profiling the database to include direct contact details for key decision-makers. Beyond lead generation, the campaign also gathered valuable customer feedback and market insight, helping the client refine messaging and strengthen the overall proposition.

The client has been impressed by the quality of leads and pipeline delivered and, while it is too early to assess full conversion, several high-potential prospects are now engaged on the platform. Given the seasonal nature of the sector, the campaign is currently paused to focus on nurturing the pipeline and applying key insights. Discussions are already underway for future activity, including integrating telemarketing with email outreach and prioritising warmer prospects who have engaged via email or visited the client’s website.