CWT
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Global service quality system

Business travel management

About CWT

CWT is a global business travel and meetings specialist serving Fortune 500 companies and government agencies across 70+ countries.

With $5+ billion in managed travel spend annually, CWT delivers comprehensive travel management solutions combining technology, data analytics, and human expertise.

As a trusted partner for 30+ years, CWT helps organizations manage travel programs, ensure traveler safety, and achieve sustainability goals worldwide.

70+ countries
$5B+ managed
30+ years
Fortune 500
Headquarters: Global operations
Adopted Comind.work in 2009
Challenge illustration

The challenge

No standardized process, inconsistent service quality across regions

CWT had no way to ensure consistent service quality across 70+ countries. Client policies, vendor agreements, and operational procedures lived in separate systems with no controlled documentation - each region followed its own process.

When requests moved between teams, there was no auditable handoff. Context was lost, procedures varied by region, and when staff left, undocumented expertise went with them. There was no way to verify that service delivery met consistent standards.

Uncontrolled documentation
No auditable handoffs
Inconsistent service across regions
Undocumented processes lost with turnover

The solution

Standardized, auditable service delivery with controlled documentation

We built a quality layer around CWT's existing systems - standardizing how service requests are handled, documented, and tracked regardless of region, so every client interaction follows the same controlled process.

Starting with European operations and expanding globally over six weeks, we established auditable workflows for cross-team handoffs and a controlled documentation system that preserves operational procedures through staff transitions.

Controlled transfers with accountability

When work moves between teams, the full history and documented context travels with it - every handoff traceable and accountable.

Controlled documentation system

Travel policies, vendor agreements, and SOPs in one controlled repository - versioned, accessible to all regions, and consistent.

Quality metrics across regions

Real-time quality metrics across all 70+ countries - service consistency, process adherence, and resolution standards visible at a glance.

Business results

The results

Consistent, documented service quality at global scale

Every region now follows the same controlled processes. Client policies and vendor agreements are maintained in one documented system - consistent, current, and auditable.

Cross-team handoffs are now fully traceable with documented context. Project completion time improved by 35% with fewer errors from inconsistent procedures or lost information.

The quality system expanded to vendor management, compliance, and training teams - each now operating with standardized, documented processes across all regions.

Key features that made the difference

Controlled documentation system

Travel policies, vendor agreements, and SOPs in one controlled repository - versioned, consistent, and preserved through staff transitions.

Impact:

New team members follow documented procedures from day one. Institutional quality standards persist regardless of turnover.

Auditable service process

Every client request tracked from intake through resolution with documented context - full traceability for every handoff and decision.

Impact:

35% faster project completion with full traceability - fewer errors from undocumented handoffs and inconsistent procedures.

Quality metrics across regions

Real-time quality and consistency metrics across all 70+ countries, showing process adherence and service standards at a glance.

Impact:

Managers can verify consistent service delivery across regions instead of relying on anecdotal updates.

"

Before, every region had its own way of doing things and there was no way to verify consistency. Now we have one documented process - I can see that a client in Tokyo gets the same standard of service as one in Paris.

"

- Florence Devambez

Director of Functional Architecture and Methodology, CWT

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We build your compliance system with you - configured and audit-ready in weeks.

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