Service Lab is SMT’s development incubator. The interactive development unit creates, optimises and tests new service concepts together with participating clients.
The goal of Service Lab is product development regarding business travel services and travel management models in close collaboration with clients and partners. In addition to the strategic development of travel management, the Service Lab concept engages travellers to give feedback and ideas about the service.
– With Service Lab, we want to be able to develop services faster and smarter, working closely with our clients. Service Lab has enabled us to take concept design to a new level, thereby considerably speeding up service implementation and testing, says SMT’s Susanne Lindroos, Director, Business Development and ICT. – Service Lab provides added value to all of our customers through better, rapidly developing services that we can test directly with our end users.
A couple of times each year, SMT organises development team meetings with Service Lab clients for discussing the clients’ wishes and service improvements regarding the international American Express Global Business Travel.
Previously, we discussed the new developments of online systems with Service Lab clients. Customers learned about GBT’s own KDS Neo online service and the new Amadeus Cytric platform. These systems will replace the old online booking platform previously used by travel agencies.
SMT’s Service Lab clients were the first to pilot the updated KDS Neo online service. The pilot phase provided us with valuable feedback about the functionalities of the new system. We used this insight when we started rolling out the service to our clients as the first travel agency in Finland. In Europe, KDS Neo has been widely adopted and, among other things, it was named the best online booking system in Europe at Business Travel Show, London in January 2017.