NP-SD-04 · Corporate Account Sales Management

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Process Flow Diagram (BPMN)

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L4 Process Steps

Step	Step Name	Role / Swim Lane	System	Input	Output	KPI	Dec?	Exc?
Phase 1 1.1	Extract corporate travel-spend leads from market data	Corporate Sales Analyst	Salesforce CRM	IATA BSP/ARC agency sales data, OAG traffic statistics, third-party spend intelligence reports	Ranked prospect list with estimated annual air spend by company	Pipeline coverage ratio ≥ 3× annual revenue target; ≥ 50 qualified prospects per quarter	N	N
1.2	Score and qualify accounts by revenue potential	Corporate Sales Manager	Salesforce CRM	Prospect list, Salesforce opportunity scoring model, OAG Schedule Analyser competitive overlap data	Tier-classified account list (Strategic / Key / SME) with assigned sales owner	Account qualification cycle ≤ 5 business days; ≥ 80% of Strategic-tier accounts contacted within 10 days	Y	N
1.3	Assign account to sales rep and log in CRM	Head of Corporate Sales	Salesforce CRM	Tier-classified account list, territory alignment map, rep capacity dashboard	Account owner record in Salesforce; first-contact task created with due date	Account assignment completed within 2 business days of qualification; CRM data completeness ≥ 95%	N	N
Phase 2 2.1	Receive and register incoming corporate RFP	Corporate Sales Representative	Salesforce CRM	Client RFP document (email / Ariba Sourcing / direct submission), account record	Opportunity record created in Salesforce; RFP deadline and decision date logged	RFP acknowledgement to client within 24 hours; 100% of RFPs logged in CRM on day of receipt	N	N
2.2	Analyse client O&D patterns and incumbent carrier share	Revenue & Pricing Analyst	Sabre PRISM	Client-provided travel data (PNR extract or spend report), OAG Schedule Analyser, Sabre PRISM market share reports	O&D coverage matrix showing airline overlap, average fare paid, and load-factor seasonality	Analysis completed within 3 business days of RFP receipt; ≥ 90% of client O&D pairs matched to served routes	N	Y
2.3	Build tiered discount and incentive fare proposal	Corporate Pricing Analyst	ATPCO	O&D coverage matrix, current public fare inventory from Amadeus Altéa PSS, revenue floor guidelines from Revenue Management	Draft corporate agreement term sheet with tiered discount schedule, volume thresholds, and soft-dollar incentives (upgrades, lounge access)	Proposal build cycle ≤ 4 business days; proposed fares within ±5% of approved discount floor	N	Y
2.4	Validate proposal profitability against revenue floor	Revenue Management Director	Amadeus Revenue Management (NRM)	Draft term sheet, route-level contribution margin thresholds from NRM, forecast load factors	Approved proposal (or revised discount structure) with sign-off from Revenue Management	Review turnaround ≤ 2 business days; 100% of proposals above revenue floor before submission	Y	N
Phase 3 3.1	Negotiate discount tiers and volume commitments with client	Corporate Sales Manager	Salesforce CRM	Approved proposal, client counter-proposal, competitive bid intelligence from Sabre PRISM	Agreed commercial term sheet with final discount schedule, volume thresholds, and performance ratchets	Negotiation cycle ≤ 15 business days from proposal submission; win rate on competitive bids ≥ 35%	Y	N
3.2	Route contract for legal and compliance review	Legal Counsel — Commercial	SAP Ariba Contracts	Agreed commercial term sheet, standard corporate master agreement template, data privacy requirements (GDPR if EU travellers)	Reviewed and redlined contract draft with legal approval annotation	Legal review cycle ≤ 5 business days for standard agreements; 100% of contracts reviewed before execution	Y	Y
3.3	Execute signed corporate agreement and archive	Corporate Sales Manager	SAP Ariba Contracts	Legal-approved contract, client countersigned document, effective date confirmation	Fully executed corporate agreement stored in Ariba Contracts; Salesforce opportunity marked Closed-Won	Contract execution within 5 business days of legal approval; 100% of executed contracts uploaded to Ariba within 24 hours	N	N
Phase 4 4.1	File corporate private fare codes in PSS	Distribution & Fares Specialist	Amadeus Altéa PSS	Executed contract, approved discount schedule, ATPCO Cat-35 fare filing template	Private corporate fare codes active in Altéa and distributed via Sabre / Travelport / Amadeus GDS	Fare codes live within 3 business days of contract execution; zero FNF errors in first 30 days post-launch	N	Y
4.2	Onboard corporate travellers to booking portal	Corporate Account Manager	NDC API Gateway	Executed contract, corporate client IT contact, list of eligible travellers or SSO domain	Corporate booking portal access provisioned; NDC connection tested with sample booking	Portal onboarding completed within 5 business days; ≥ 90% of eligible travellers active within 30 days	Y	Y
4.3	Brief designated TMC on account parameters and reporting	Corporate Account Manager	Sabre PRISM	Executed contract, TMC contact list, corporate reporting requirements (PRISM report schedule)	TMC briefing document; Sabre PRISM account code configured for monthly data extraction	TMC briefing completed before contract effective date; PRISM reporting activated within 5 days of go-live	N	N
Phase 5 5.1	Generate monthly performance report vs. volume commitment	Corporate Sales Analyst	Tableau	Sabre PRISM booking data, Amadeus Altéa PSS revenue data, AWS Redshift data lake (direct-channel bookings)	Monthly performance dashboard: actual vs. contracted volume, fare yield, channel mix, segment count	Report published by day 5 of following month; data reconciliation variance ≤ 1% between PRISM and PSS	Y	N
5.2	Conduct quarterly business review with client	Corporate Sales Manager	Salesforce CRM	Monthly performance reports (last 3 months), client travel policy, competitive market share data from Sabre PRISM	QBR presentation deck; agreed action plan logged in Salesforce; escalation cases (if any) created	QBR completed within 30 days of quarter end; ≥ 85% of Strategic accounts reviewed each quarter	N	N
5.3	Evaluate contract renewal, renegotiation, or exit	Head of Corporate Sales	Salesforce CRM	Full-term performance summary, renewal pricing analysis from ATPCO, competitive re-bid intelligence	Renewal decision (renew as-is / renegotiate terms / allow lapse); Salesforce renewal opportunity created if proceeding	Renewal decision made ≥ 90 days before contract expiry; corporate account retention rate ≥ 80% for Strategic tier	Y	Y

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Process Attributes

Identification

Process IDNP-SD-04

L1 DomainNetwork Planning & Scheduling

L2 ProcessSales & Distribution

L3 NameCorporate Account Sales Management

L4 Steps16 across 5 phases

Decision Gates7 (all with iteration loops)

Exceptions6 documented

Swim Lanes (Roles)

Corporate Sales Analyst

Corporate Sales Manager

Head of Corporate Sales

Corporate Sales Representative

Revenue & Pricing Analyst

Corporate Pricing Analyst

Revenue Management Director

Legal Counsel — Commercial

Distribution & Fares Specialist

Corporate Account Manager

Systems & Tools

Salesforce CRMSabre PRISMATPCOAmadeus Revenue Management (NRM)SAP Ariba ContractsAmadeus Altéa PSSNDC API GatewayTableau

Key Performance Indicators

Extract corporate travel-spend leads from market dataPipeline coverage ratio ≥ 3× annual revenue target; ≥ 50 qualified prospects per quarter

Score and qualify accounts by revenue potentialAccount qualification cycle ≤ 5 business days; ≥ 80% of Strategic-tier accounts contacted within 10 days

Assign account to sales rep and log in CRMAccount assignment completed within 2 business days of qualification; CRM data completeness ≥ 95%

Receive and register incoming corporate RFPRFP acknowledgement to client within 24 hours; 100% of RFPs logged in CRM on day of receipt

Analyse client O&D patterns and incumbent carrier shareAnalysis completed within 3 business days of RFP receipt; ≥ 90% of client O&D pairs matched to served routes

Build tiered discount and incentive fare proposalProposal build cycle ≤ 4 business days; proposed fares within ±5% of approved discount floor

Validate proposal profitability against revenue floorReview turnaround ≤ 2 business days; 100% of proposals above revenue floor before submission

Negotiate discount tiers and volume commitments with clientNegotiation cycle ≤ 15 business days from proposal submission; win rate on competitive bids ≥ 35%

Airline-Specific Risks & Pain Points

BSP spend data lags 6–8 weeks, making real-time competitive displacement difficult to detect; no direct feed from GDS booking data into CRM

Scoring model relies on estimated spend; actual managed-travel programme size only revealed during RFP — leads to misallocation of senior sales resources

Territory conflicts arise when a corporate HQ and subsidiary are in different rep territories — no automated duplicate-account detection in Salesforce configuration

Large corporates increasingly issue RFPs via e-sourcing platforms (SAP Ariba, Jaggaer) that require separate supplier portals — manual data re-entry into Salesforce increases error risk

Clients on unmanaged or partially managed programmes cannot provide clean PNR data — analyst must reconcile multiple credit-card and agency feeds, adding 1–2 days to analysis cycle

ATPCO Cat-35 private fare filing requires airline-side ATPCO access and a structured ticketing agreement — errors in Cat-35 setup can expose private fares publicly, creating revenue leakage

Inputs / Outputs

Primary InputIATA BSP/ARC agency sales data, OAG traffic statistics, third-party spend intelligence reports

Primary OutputRenewal decision (renew as-is / renegotiate terms / allow lapse); Salesforce renewal opportunity created if proceeding

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