Global tech firm lifts policy compliance to 94%.
A global software company redesigned its booking flow and behavioral nudges with Balboa — lifting online adoption from 71% to 94% in three quarters.
Executive SummaryOut-of-policy bookings were quietly costing a global software company an estimated 11% of annual air spend. Travelers were not actively rebelling — they were taking the path of least resistance through consumer sites and after-the-fact expense claims. Balboa's behavioral and UX redesign moved compliance from 71% to 94% without tightening policy or restricting choice.
The Challenge: Compliance leakage without a rebellion
The existing online booking tool was technically functional but practically painful. Travelers booked outside the system, expensed afterward, and the program lost both savings and visibility.
- Online adoption stuck at 71% across the global workforce.
- 11% of estimated air spend flowing through expense claims.
- Duty-of-care coverage incomplete for off-channel trips.
- Policy seen by travelers as bureaucratic, not helpful.
The Balboa Solution
- Online booking UX redesigned around the most common trip patterns.
- In-flow nudges surfacing the lower-cost preferred option first.
- Profile sync and one-click rebooking for frequent travelers.
- Mobile parity — every booking action available on the phone.
- Quarterly compliance scorecard published to business unit leaders.
The Results
Compliance climbed from 71% to 94% over three quarters. Off-channel air spend fell by 78%, and traveler satisfaction scores actually rose — the new flow was easier than the consumer alternative travelers had been using.
Online adoption lifted from 71% → 94%.
Off-channel air spend down 78%.
Traveler satisfaction up 14 points.
100% duty-of-care visibility on booked travel.
