Comind.work
CWT
CWT logo

Lean global travel operations

Business travel management

About CWT

CWT is a leading 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 optimize 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

Fragmented knowledge across global operations

CWT's project management and knowledge sharing processes were highly fragmented across different departments and regions, creating operational inefficiencies.

Travel consultants and account managers handled complex client requests in isolation, with critical information scattered across email threads, personal notes, and various systems.

When experienced team members left or moved roles, valuable client knowledge and operational expertise was lost, impacting service quality and response times.

Scattered information
Lengthy email chains
Knowledge loss
Isolated workflows

The solution

Unified knowledge management and collaboration

Comind.work provided CWT with a centralized platform combining flexible workflow automation and comprehensive knowledge management capabilities for their complex travel operations.

The implementation started with a European operations pilot, then expanded globally over six weeks with customized project request forms and searchable knowledge repositories.

The solution integrated seamlessly with existing client service processes while enabling cross-team collaboration and institutional knowledge retention across all regions.

Knowledge repositories

Centralized wiki for travel policies, vendor information, and client preferences accessible to all teams globally.

Workflow automation

Custom project request forms with automated routing to appropriate team members and comprehensive information capture.

Collaboration tools

Integrated ticketing system enabling seamless collaboration between consultants, account managers, and technical teams.

Secure platform

Enterprise-grade security handling confidential client information while enabling global team collaboration and access.

Business results

The results

Dramatic improvements in efficiency and collaboration

CWT achieved significant operational improvements with faster project completion and streamlined client onboarding processes across all global operations.

The centralized knowledge management system eliminated information silos and dramatically reduced new employee training time while improving service consistency.

Success led to rapid adoption across other operational areas including vendor management, compliance monitoring, and training program development.

Key features that made the difference

Knowledge management

Searchable repository of travel policies, vendor negotiations, and client solutions that survives staff turnover and enables instant access to operational knowledge.

Impact:

Faster onboarding and improved knowledge retention for new employees

Project workflows

Automated project request routing and tracking with comprehensive information capture for complex travel program implementations.

Impact:

Project completion time improved by 40% through better collaboration and access to precedents

Collaboration platform

Integrated system connecting travel consultants, account managers, and technical teams with real-time project visibility and communication tools.

Impact:

Enhanced client satisfaction through faster response times and more consistent service delivery

"

The flexibility to customize workflows and forms ourselves- without waiting for IT - means we can adapt instantly to new client needs. Changes are live right away, and our teams see the results immediately

"

— Florence Devambez

Director of Functional Architecture and Methodology, CWT