Travel Group Flight Centre Minimizes Effort and Resources, Maximizes Insights and Flexibility

Executive Summary

Flight Centre Travel Group's (FCTG) purpose is to open up the world for those who want to see it. As a global award-winning company with over 2,800 corporate, leisure, and wholesale businesses in 19 countries, and over 30 years of experience in delivering amazing travel experiences that connect people, customers can trust their holidays are in the best hands. One of the world's largest travel agency groups, FCTG works closely with suppliers and tour operators to help create amazing travel experiences as a one-stop, 24/7 travel provider.

Growing into an $18-billion business, employing 19,000 people around the world, FCTG had a ton of data but a lack of substantive processes in place to extract meaningful insights. Graeme Davidson, Operations Leader for their nSight Data, Analytics, and Reporting brand, manages all of the company's data in Asia. He saw an opportunity to connect data sources and turned manual reporting, which took up to three hours to produce a simple report, into real-time reports and dashboards.

The Challenge: Tedious Manual Reporting, Disparate Data Sources

FCTG had challenges in pulling data together for a simple and user-friendly report to track daily sales and performance across the company. It would take up to three hours each morning to create this report, which the sales team used to influence and plan their daily targets. There was a need to improve efficiency and minimize any lost opportunities, and thus, it was necessary to develop an end-to-end solution that would be able to replace manual reporting and allow 80 business users to receive daily reports at the click of a button.

The Search is on

Prior to Sisense, the nSight brand didn’t exist and Flight Centre’s finance team was responsible for generating all of the company’s reports. As a part of the finance team for three years, Graeme proposed the idea to implement a BI solution, as he noticed analytics were getting more and more difficult with the company’s rapid expansion. He looked at three different BI software companies hoping for a solution that could automate daily reporting in a cost-effective way, be easily managed by people who may have little to no technical knowledge, and also allow business users to flexibly manipulate the data to immediately answer questions they had. Sisense checked all three boxes.

Hero Moment

Once Graeme and the rest of the Flight Centre team recognized the power of Sisense they realized how short-sighted their original goals had been. Most noticeably was the establishment of the nSight Brand in order to monetize their data and analytics, allowing a whole new vertical based on the comprehensive collection of data that was previously untapped.

Although Flight Centre originally thought Sisense would be one solution to one problem, they quickly realized that it could answer a lot of other problems that they didn’t even realize they had. Business users were no longer happy with weekly or monthly reports and instead wanted real-time reports, which delighted Graeme. They began seeing increased insight into their key business drivers by looking directly on a day to day basis at individual clients and consultant performance. They are able to dig into consultant conversion rate and productivity, which allowed them to focus on developing their consultants to make the most out of their time and efforts.

“Having this one single reporting platform really makes it much easier for everybody across the organization.”