Case Study: StarWood achieves 54% online adoption and over 50% agency cost reduction with Egencia

At Starwood Corporate Travel Never Sleeps

Starwood, one of the world’s largest hotel and leisure companies, moved its headquarters to Brussels in 2008 and issued an RFP to replace a traditional travel agency implant. The goals were clear: drive online adoption of its self‑booking tool, ensure high service quality and reduce costs. With online use stuck at 12% and a target of 50% adoption within months, Starwood faced the challenge of migrating 660 profiles and changing entrenched booking behaviors across the company.

Starwood selected Egencia for its user‑friendly online platform and quick reporting; a dedicated project team centralized data, ran 14 trainings across Europe, and drove proactive communications, guides and agent visits to manage the change. By December 2008 online adoption reached 54% (up from 12%), agency costs fell by more than 50%, and the program supported 834 users — with 80% satisfied with the booking tool and 86% rating Egencia’s service good or excellent.

StarWood

Robyn Pratt

Corporate Travel Project Manager