Case Studies 18 Aug 2016

At a glance:

Client since: 2008

Travellers: 1,200

Locations:  5


Tabcorp is a leading Australian gambling entertainment business and an ASX100 company. Tabcorp is diversified across three businesses: Wagering and Media, Gaming Services and Keno. Until recently, Tabcorp relied on travel management reports pulled manually via FCM Crystal Reporting and from Quarterly Business Reviews. The data was static, reactive and had to be manually managed by the FCM Account Manager to provide meaning to the client.

The process was cumbersome and saw Tabcorp procurement spending up to six hours per month managing static reports. In addition, the lag in data available after month-end meant the data was old and reactive. It could not be interrogated without significant manual intervention.

Tabcorp would often have to request supplemental, ad hoc reports from the FCM Account Manager to supplement the out-of-date data.

The Account Manager implemented FCM's new 'big data' reporting tool, FCM Client Bank Connect. This implementation was undertaken with a side-project to clean Tabcorp's profile data which included outdated cost centres and was therefore providing invalid information in management information reports.


FCM implemented FCM ClientBank Connect to allow Tabcorp to have complete control of its data.

Tabcorp is in essence, a data company and could immediately see the benefits of using a tool like ClientBank Connect.

Through the ease of the tool, Tabcorp developed specific dashboards, targeting certain desired behaviours and with a view to deliver more concise information to the business. These included:

  • Total exceptions
  • Lost savings %,
  • Average lost savings per ticket
  • Advance booking by day
  • OBT uptake
  • Lost savings type
  • Cost of change
  • Cost of change by passenger
  • Travel booker data

Every month Tabcorp reports are distributed to key management, giving them the ability to make quicker, more informed decisions on booking behaviours. Since the introduction of this reporting, there has been an increase in Tabcorp managers and interested staff requesting this data, a testament to the value it is bringing to the business.


Travel Bookers are a key component of the travel program, in that they are able to drive effective compliance to policy through insights derived from FCM ClientBank Connect. The Travel Booker dashboard has delivered great benefits to Tabcorp with the ability to target the client's focus areas more effectively. The dashboard assists in validating instructions to travel bookers to drive desired behaviours throughout the organisation.

FCM ClientBank Connect is also allowing procurement to explain a clearer story of information and allows them to more precisely identify behaviour within the program. This is leading to quicker actions and therefore realised savings.

Time has been saved with the procurement team no longer having to spend hours manipulating information. Ad hoc reports are now self-managed, saving the organisation even more time.

Overall, Tabcorp is seeing a change in behaviour since Connect was implemented. While not all changes can be 100% attributed to FCM ClientBank Connect, Tabcorp has a firm belief that this tool had a major impact in implementing the behaviour change.

Results Snapshot

Lost Savings:

  • Nov 15 - 12.71%
  • Dec 15 - 9.30%
  • Jan 16 - 10.53%
  • Feb 16 – 9.32%
  • Mar 16 – 6.69%
  • Apr 16 – 7.40%
  • May 16 - 5.81%

Lost savings per ticket

  • Nov 15 - $87
  • Dec 15 - $99
  • Jan 16 - $87
  • Feb 16 - $63
  • Mar 16 - $43
  • Apr 16 - $39
  • May 16 - $37

Client Testimonial:

“Client Bank Connect has allowed us to report on buying behaviours and to share this information quickly within the business. It has enabled us to quickly highlight opportunities for improvement and to also reinforce positive behaviours. The tool itself is easy and intuitive to use, whilst the daily updates of data provides up to date information.”