How Vance Street Capital tried to replace Corporate Traveler - and discovered what they'd really lost
"I didn't look at anybody else because I already knew the Melon platform and Candice... I didn’t want to reinvent the wheel again." — Nicole Jones, Vance Street Capital
Sometimes you don't realize what you have until it's gone. For Vance Street Capital, an LA-based private equity firm, that realization came less than a year with another travel management company.
When Nicole Jones and her team decided to leave Corporate Traveler in October 2023, it wasn't about service—it was about systems. They needed better accounting and expense tracking for their complex travel program. Their new provider promised integrated systems that would solve everything.
Eight months later, they were back. Here's why.
When better systems aren't actually better
The integrated system seemed promising at first. Everything would flow seamlessly, they were told. But reality hit quickly.
What kept them up at night:
- Fragmented customer service with different reps handling each ticket
- Platform that was "nuts and bolts" and "not visually appealing"
- "Circular conversations" where "nothing would get done for three or four days"
- Complete lack of personal attention to their team's specific needs
The reality? The new TMC couldn’t understand why Nicole was upset with the service provided. “We said ‘it’s because we’re not getting what we need.’” Nicole shares.
Our major pain point with the competitor was just the human aspect and actually having someone that also knows our team.
Nicole Jones, LA Office Manager, Vance Street Capital
Why the partnership works
When Vance Street reached out to Corporate Traveler in June 2024, it wasn't because they'd exhausted other options. Nicole was clear: "I already knew what you guys were doing and where you guys are headed and how you operate as not just a travel agency."
The platform had evolved during their absence with features that addressed exactly what they'd been seeking—unique identifiers for accounting, enhanced tracking systems, and automated invoicing.
But the real difference is the people who know your business.
"Having Candice as our dedicated agent is amazing. I'll just say 'Steve' and she's like, 'OK, you only have one Steve.' And instead of someone triple checking…Candice is just like 'got it, girl." — Nicole Jones
When you're managing travel for a deal team where timing can make or break transactions, that knowledge matters. The proactive communication means Nicole can get ahead of problems instead of reacting to them.
When Vance Street saw the Melon platform again during re-onboarding, their response said everything: "Ah, how we've missed seeing this."
Travel is dynamic, and as clients' needs change, it is important to know how to pivot and take a collaborative approach to tailor an amazing travel program for them.
Candice Roberts, Travel Manager @ Corporate Traveler
The moment everything clicked
Monday morning: Vance Street's entire deal team is traveling. The office is a ghost town with just Nicole and one partner holding things down.
Then the Newark airport chaos hit. At the same time, tornado warnings struck Atlanta.
Everyone's calling Nicole for flight changes. With their previous provider, this would have meant hours of explanations and delayed solutions while deals hung in the balance.
But thankfully, Vance Street Capital had already returned to Corporate Traveler, and their original Travel Manager, Candice, was back on their account.
"It was so great because Candice already knew what was happening," Nicole explains. "We quickly got it done and there were no tears. Everyone got on the right flights."
"With the support of my Los Angeles team and our dedicated afterhours team, I know that when I sign off for the day, Vance Street Capital is in good hands 24/7!" – Candice Roberts, Travel Manager @ Corporate Traveler.
Since returning to Corporate Traveler, Vance Street has experienced:
- Reduced administrative burden for travel management
- Improved ability to manage last-minute flight changes
- Proactive support during travel disruptions
- Collaborative approach to finding better, streamlined processes for their team
The bottom line
Eight months with a competitor taught Vance Street that seamless systems don't matter if the service can't deliver when it counts.
They came back to Corporate Traveler because when your team is traveling coast-to-coast and every flight change could impact a major transaction, you need more than a booking platform, you need a partner who knows your business and has your back.
Looking to make your business travel dreams take flight? We’ve got you.
