Selected eavesdropping highlighted concerns of onsite customers:

• A number of travel managers agreed that some travelers make reservations with the NTM after-hours ACCESS team to avoid their onsite agents who will enforce corporate policies!

  "Tovi Muma, Internet Solutions tries to take notes while being photographed."

• Tovi Muma of Internet Solutions is developing online reservation templates (similar to NTM Web Traveler) to assure traveler requests include all specifics. Tovi's onsite agents report that voice-mails often don't include information such as date of travel, airline preferences and special meal needs.
• Terri Brown of Wilson Learning reported that her onsite agent works from her parent's home (just a mile from own house) to avoid long distance telephone rates, which Wilson pays.
• Bill Wisniewski, travel manager at MTS Systems, Eden Prairie believes that placing the onsite travel office in a high traffic, high visibility location increases usage and helps build executive support for the onsite.
• Barb Schlender of Deltak shares the frustration of many that employees are using company time to surf the Net in search of lower fares. Deltak travel policy discourages employee web searching for travel. The Deltak Northwestern Travel Management agreement requires NTM onsite agents to find lowest fares.
• Regarding agent absences, Lana Todora, NTM onsite agent manager, defined onsite NTM "floaters:" agents who float among different NTM client onsite offices filling in for absent