Elevating L&G's travel experience with premium service

During the pandemic, Legal & General’s Procurement Manager identified the need for a Premium Service for the Executive Board members.

In collaboration with L&G’s Account Manager, Clarity introduced a tailored service for senior-level employees and VIP travellers, ensuring seamless offline booking and efficient, quick-turnaround service.

The project began with a scoping meeting with key L&G stakeholders and was led by an experienced Implementation Manager. Bi-weekly meetings were held to plan and set up the service, including a communications campaign to introduce the Premium Service.

Feedback from the pilot group allowed us to fine-tune our offering before launching the service to the full Executive team. We created personalised profiles for each of the 15 Executive Board members, capturing their travel preferences for a customised experience.

The new Premium Service provided peace of mind by offering specialised, high-touch support for VIP travellers, from booking to arrival. As the service evolved to meet customer needs, relationships with L&G’s Executive bookers grew stronger, reinforcing the success of our partnership.

“You guys were so quick and proactively off the mark and within an hour I had all the information I needed and felt comfortable with your team managing this issue. This is compared to our Global TMC who had not even replied to me after 72 hours following the incident.”

‍Delivery and Supply Chain Company

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