Online adoption rate
The proportion of bookings made through self-service tools rather than offline. It's tracked because online bookings are typically cheaper to process and easier to keep within policy than bookings made by phone with an agent. Travel managers often set targets to increase online adoption as a way to reduce both service fees and manual work.
Online adoption is usually calculated by dividing the number of transactions made through the self-service booking tool by the total number of bookings, including those made by phone or email with an agent. Companies may track it separately for flights, hotels and other services. A high adoption rate indicates that the booking tool is convenient and trusted, while a low rate may point to usability problems, missing content or a lack of training.
Higher online adoption brings several benefits: lower service fees, since online bookings are typically cheaper to process; faster booking; consistent application of the travel policy; and complete data for reporting. However, some trips — complex multi-city itineraries, group travel or urgent changes during disruption — still benefit from human assistance. The goal is therefore not 100% online adoption but the right balance, with routine trips booked online and agents focusing on cases where they add real value.
Tumodo is designed to make online booking the natural choice. The interface is intuitive enough that booking a business trip feels like planning a personal one, and a trip can be arranged in a couple of minutes on the web or in the mobile app. At the same time, Tumodo's 24/7 support team handles complex requests, changes and special arrangements, so travellers get human help whenever it is genuinely needed.