Case Study: Merit Travel Group achieves 90% reduction in PNR processing time with SAP Concur Compleat

Merit Travel Group Reduces Agent Time Spent Processing PNRs by 90%

Merit Travel Group, Canada’s largest independent specialty travel company, operates more than 50 offices and serves over 350,000 travelers annually. An internal audit revealed agents were spending excessive time on manual PNR-related tasks—service fee verification, policy compliance, max-traveler checks, commission tracking, communications archiving and PNR status monitoring—across disparate business units with differing policies.

Merit implemented Concur Compleat with Remote Data Access and web services to connect Compleat to internal databases and their proprietary agent dashboard, enabling real-time validation and point-of-sale checks. The automation cut agent time spent processing PNRs by 90%, reduced errors, improved call quality and agent confidence, and accelerated turnaround while empowering agents to propose further productivity improvements.

Merit Travel Group