Case study: Transport, logistics and leisure

UK travel business case study
Business review & performance improvement

Challenge

Our client was a £300m turnover UK travel agent focussed on the corporate sector. Corven was asked by the private equity owner to conduct a review of the business to include its strategy, operations and financial performance.

The business had been expanded through a buy and build strategy over a number of years and the investors believed there was additional opportunity available that was not being exploited. Corven provided a small team of consultants to conduct a review of the business and report back to the Board.

Approach

Over a six week period, the team conducted focused interviews with the Board, the senior management team and a range of middle management personnel across the business. Following a rapid holistic review of the business, the team then conducted more detailed analysis in the following areas:

  • the existing organisational structure and the efficiency of support functions
  • a site portfolio review including a consolidation analysis and assessment of potential post merger integration benefits
  • the culture and staff including values, behaviours, ways of working and competencies
  • management roles, capability, governance structure & accountabilities
  • existing strategic clarity and company support for the strategy including an assessment of the level of progress on achieving the main strategic objectives
  • the current business performance measures and review processes and their effectiveness in driving the required behaviours

 Two key areas of opportunity in particular were identified:

  • customer management – delivering and demonstrating value for customers to drive revenue uplift
  • improving operations and margins – review of call centre operations, productivity and staff churn amongst other initiatives.

Results

Corven presented a set of prioritised recommendations to the Board and private equity investor to maximise revenue and increase margins via improved operational efficiency, and improve management capability and governance within the business.

Corven participated in robust discussions with the Board around the option of replacing the management team versus facilitating a change to transform the operations from within, which resulted in the latter option being selected for implementation.

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