With a mission to unlock cities and empower better urban living, Lime is the global leader in micromobility, providing access to electric scooters and bikes in more than 25 countries around the world. Lime has experienced hyper growth, expanding to more than 100 cities across five continents — all over the course of two years. That kind of rapid international growth requires a significant amount of business travel, which wasn’t always easy for Lime.
TripActions sat down with Desene Sterling, Accounting Manager for Lime, to talk about their corporate travel wins and losses.
As the accounting manager for Lime, Desene oversees the organization’s financials. One of her team’s goals is to streamline processes so that Operations and other external-facing teams can focus on the customer experience, product, and safety.
“The biggest challenge we have with corporate travel relates to the sheer amount of travel we have to do,” Desene said. “We need to know where people are and when they are traveling so we can deliver on duty of care.”
Lime’s initial booking tool had a 10% adoption rate with little visibility into spend and no reporting and analysis functionality. To make matters worse, most employees were taking short-haul flights between San Francisco and San Diego but paying unreasonable fares nearly every time. The tool itself provided little transparency into how it pulled and organized inventory, so Desene and other travel stakeholders had no idea if they were getting fair prices.
Desene and her team felt strongly that Lime needed an end-to-end travel solution that would encourage employee adoption just by being a delight to use. Aside from visibility into the financials of travel, Lime’s managers and administrators needed to make sure their travelers were supported around the world, especially since business trip plans change so frequently.
After their existing solution failed to address Lime’s challenges, Desene and her team reviewed several travel management companies. TripActions was the only solution to bring together all of Lime’s must-haves as a global enterprise in a single platform.
“I loved that everything we needed was built into TripActions as a complete enterprise solution,” Desene said. “In particular, TripActions had all the inventory our travelers needed at the right price. In fact, hotel rates were often cheaper than what we could find outside their platform.”
As an added bonus, it took less than one week from the time Lime first met with their TripActions customer success manager to when bookings began.
“I feel like when you buy software, you tend to feel really connected during the sales process, but then after you kind of get ghosted,” Desene said. “It doesn’t feel like that with TripActions. The implementation was incredibly fast and everyone is still just as responsive as if they were trying to get our business for the first time.”
Desene’s favorite part of TripActions, especially as an accounting manager, is the reconciliation tool. With it, she can take Lime’s corporate card statement and import it to match up charges against trips, employees, departments, locations, and more, saving her team valuable time.
“Since bringing on TripActions, our travel has actually increased exponentially, but only because our company is growing so much,” Desene said. “Yet despite the increased travel volume, our 93% adoption rate makes it easy to verify that people are booking the most economical options that are also within policy. That gives me comfort that we are spending less than if we were using any other platform.”
In addition to superior admin controls and visibility, TripActions has also helped Lime save on corporate hotel spend.
“TripActions’ incentives program has driven our average daily rate to 40% below our daily hotel policy cap,” Desene said. “This means that our employees are voluntarily booking more economical options, whereas before they were always maxing out their allowance.”
TripActions has proven such a valuable platform for booking and support while traveling that Desene even books her personal travel through the platform. “The experience is so great with TripActions that I book my personal trips — using my personal credit card, of course! TripActions saves so much time compared to searching on multiple leisure travel websites for hours,” Desene said. That’s quite a compliment that an expert corporate travel manager prefers her organization’s corporate travel platform for personal travel, as well.
The high rate of adoption Lime has seen with TripActions is not unique from our other customers. We’re proud to share a 90%+ adoption rate and consistent week-over-week 93% customer satisfaction.