CTM’s lightning-wide guidance education becomes real value.
When Corporate Travel Management (CTM) introduces an in-app guide inside it Lighting Online Booking Toolit helps customers discover and use unused airline ticket credits; end up speaking on their own.
Guides provided as GIF images tell users that unused airline ticket credits will be automatically displayed during the booking process if your policy allows, reducing waste and improving customer cost recovery.
Direct impact: After viewing the guide, nearly one in 10 users click to explore unused ticket credit features.
Continuous adoption: The usage is not only here. Over time, more than one-third of customer accounts begin to interact regularly with unused air ticket credits.
Continuous growth: Since its release, Participation with credits using unused tickets increased by 23%indicating that customers are not only testing it, but also continuing to use it, as it adds real value to the business by reducing savings.
The initial simple education has turned into meaningful adoption. Customers are participating in a feature that helps them get more money from their travel plans, reduce waste and increase efficiency.
*CTM Pendo data August 2025*
