Comind.work
CWT
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Cross-region knowledge sharing

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

Knowledge scattered across regions and systems

CWT consultants across 70+ countries worked with separate platforms for project management, client policies, and vendor information. Finding the right answer often meant searching email threads or asking colleagues in other regions.

When requests moved between teams, context was often lost. Each handoff required re-explaining the situation. Operational knowledge lived in individual inboxes, and when staff left, their expertise went with them.

Knowledge in individual inboxes
Context lost between teams
Regional systems disconnected
Expertise lost with turnover

The solution

One place to see requests, policies, and history

We built a coordination layer that wraps around CWT's existing systems, giving teams one place to see client requests, travel policies, and vendor information regardless of which region originated the data.

Starting with European operations and expanding globally over six weeks, we mapped how requests flow between teams and built tracking so context travels with each handoff. A searchable knowledge base captures operational expertise so it survives staff transitions.

Request routing with context

When work moves between teams, the full history travels with it. No more re-explaining situations or searching old emails.

Shared knowledge base

Travel policies, vendor info, and client preferences in one searchable place - accessible to all regions.

Cross-region dashboards

Real-time view of open requests across all countries, so managers see status without chasing regional updates.

Business results

The results

Questions answered without chasing emails

Teams can now find client policies and vendor information in seconds rather than searching inboxes or waiting for colleagues in other time zones to respond.

When requests move between teams, the receiving person has full context. Project completion time improved by 35% because less time is spent re-gathering information at each handoff.

The approach spread to other departments - vendor management, compliance, and training teams now use similar coordination systems for their own workflows.

Key features that made the difference

Searchable knowledge base

Travel policies, vendor negotiations, and client solutions in one place - survives staff turnover and gives instant access to operational expertise.

Impact:

New team members productive in days rather than weeks, with institutional knowledge preserved.

Request tracking across regions

Every client request tracked from intake through resolution, with full context visible to anyone who needs to pick up the work.

Impact:

Project completion time improved by 35% through better handoffs and less rework.

Global status dashboards

Real-time view of open work across all 70+ countries, so managers see the full picture without regional check-in calls.

Impact:

Managers spend less time gathering status and more time resolving escalations.

"

Before, I would spend an hour tracking down a client policy that someone in another region had already negotiated. Now I search once and have the answer. The time savings add up quickly.

"

— Florence Devambez

Director of Functional Architecture and Methodology, CWT