CWT has launched its flagship platform, myCWT, in China, making it the first global travel management provider to deploy an omni-channel, open API-based platform that has been tailored for the China market.
Currently, CWT is piloting myCWT with a few clients in China. A full roll-out will commence in 2Q2020, progressively replacing CWT Online, the current online booking tool and mobile app used by CWTâ€™s customers in China since 2012.
Highlights of myCWT in China include:
A truly omni-channel experience
In China, travellers and travel arrangers will be able to connect with CWT through multiple channels, including an H5 website, a mobile app, messaging (i.e. live chat), email and phone calls. They can initiate a booking through one touchpoint, and then pick up where they left off on another.
They can also manage all aspects of their trip â€“ from re-booking or making changes to cancellations and refunds, online check-in, seat selection for trains and flights, hotel room preferences and visa consultation services â€“ or reach out for support, through any channel.
Special focus has also been placed on creating an industry-leading digital experience, as a significant and growing percentage of bookings by CWTâ€™s customers in China are made using online and mobile channels.
More choices for travellers
The platform will offer extensive domestic and international travel content including flights, rail, hotels and ground transportation. In addition to using global distribution systems (GDSs) like TravelSky, it will incorporate content from other sources such as aggregators by using API connections, giving travellers far more choices than was previously possible.
For example, travellers will be able to book low-cost carriers (LCCs), ride-hailing services such as Didi, and even amenities like security fast-tracking and lounge access in airports and train stations.
They will also have more than 800,000 business-appropriate accommodation options in 73,000 locations around the world, including 100,000 properties in China, via RoomIt, CWTâ€™s hotel distribution division.
A simplified booking process, from search to approvals and payments
The rapid expansion of Chinaâ€™s high-speed rail network is making it an attractive option for business travellers. myCWT will allow travellers to compare flight and rail options for domestic journeys in a single view, including the cost and travel time, to make more informed decisions.
Travel approvals, a common requirement by companies in China, can be requested via email, SMS, the mobile app or through API integration with companiesâ€™ own internal approval systems.
Multiple payment methods will be supported including WeChat Pay and AliPay, the two third-party payment providers which account for over 90 per cent of mobile payments in the market, as well as credit cards and UATP lodge cards.
Integration with companiesâ€™ internal systems
Using API connections, myCWT can be integrated with organizationsâ€™ own internal management systems including expense and approvals, office automation, business process management, HR and finance, and intranet, for greater efficiency and automatic synchronization.
â€śThe myCWT platform in China has been purpose-built for this market, keeping in mind the priorities and expectations of our customers and their employees,â€ť said Albert Zhong, general manager, China, CWT.