2019 U.S.-Booked Air Volume: $52 million
Primary Air Suppliers: American, Delta, United
Primary Hotel Suppliers: Hilton, Hyatt, Marriott
Primary U.S. Online Booking Tool: Travelport Smartpoint
Consolidated U.S. TMC: Fox World Travel
BTN estimates privately owned healthcare software company Epic Systems increased its U.S.-originating air travel spend by $1 million to reach $52 million in 2019. Epic extended its Travel Lead program to help more than 100 of its customer teams that travel the most frequently. Instead of the in-house travel counselor team handling trips as they reach the top of the queue for processing, the Travel Lead program assigns customer teams to dedicated agents who look after all their journeys. The program has enhanced counselors' understanding of what travelers need, leading to improved service and better job satisfaction for travelers and counselors alike. Epic's travel team also worked with Fox World Travel in 2019 to map and manage pain points within the trip process.