Midwest travel firm reimagines customer reporting with MVP roadmap

Client background

Fox World Travel (Fox), based in Oshkosh, Wisconsin, has been a leader in travel management since 1960, offering premium services for vacation travel, business travel, meetings and incentives. As a third-generation, family-owned company, Fox prioritizes honesty, integrity and exceptional customer experiences. Its dedicated team offers consultation and tailored solutions to ensure every traveler has an outstanding experience. 

The business challenge

To foster loyalty with its clients, Fox strives to deliver exceptional experiences at every interaction by addressing client requirements and designing custom solutions for their travel needs. One such experience where customer expectations are clearly evolving in the industry is to provide custom and enriched reporting of travel activities so clients can better manage their travel programs and capitalize on cost and time savings. Fox recognizes that the current reporting experience for its clients is uneven and lagging behind in certain modern features, like self-service, that clients expect.  

To stay ahead of evolving customer expectations, Fox engaged Baker Tilly to collaboratively design an enhanced customer experience for self-service reporting, validate the design with a minimum viable product (MVP) solution build, and define an actionable road map to fully realize this new capability.  

Strategy and solution

Baker Tilly worked with Fox to assist in meeting the following objectives: 

• Discovery workshop: Baker Tilly conducted an interactive discovery workshop with Fox stakeholders with a handful of meaningful sessions. Sessions included defining a vision statement by capturing the team’s solution ideas on a digital whiteboard, interactively mapping the current workflow for customer reporting to identify pain points and gaps, defining an empathy map to capture the motivations and frustrations of relevant user personas such as travel managers and diagramming the current technology landscape to identify opportunities to modernize.  
• MVP solution build: Guided by the vision statement and goals captured in the discovery workshop, Baker Tilly designed and developed an MVP data and analytics platform to prove out the desired future-state customer experience for self-service reporting, analytics and alerting. Baker Tilly primarily leveraged Microsoft Fabric and Power BI to enable report broadcasting and access to interactive dashboards to demonstrate that Fox can reliably plan to modernize its reporting capabilities for its customers.  
• Road map: Baker Tilly defined a detailed, actionable road map broken down into manageable phases to introduce the desired, enhanced reporting experience to Fox’s customers, with components to ensure a smooth transition and build strong adoption.   

By guiding Fox through the discovery and design of a future-state vision for customer reporting, validating the future-state solution with an MVP and laying out a go-forward road map, Baker Tilly provided confidence to the leadership team at Fox that it can provide a best-in-class reporting and analytics experience to meet their customers’ growing needs for data-driven insights to better manage their travel programs.