Meet the Expert: Stephanie Chan, CFO of JetSet Business Travel

Stephanie Chan has steered finance operations at JetSet Business Travel for the past 5 years, championing data-driven decisions. She’s been hands-on with edge computing projects that radically changed how JetSet measures ROI on tech investments — especially those that impact customer experience, operational efficiency, and cost control. We sat down with Stephanie to get the nitty-gritty on what mid-level finance pros need to focus on when measuring edge computing ROI in business travel.

Q1: Stephanie, edge computing sounds technical, but how does it really translate to value for business-travel finance teams?

Great question. Edge computing means processing data near where it’s created—like on local devices or mini data centers close to airports, hotel chains, or even onboard planes—instead of sending everything to a centralized cloud. This reduces latency (the annoying lag) and bandwidth costs.

For finance teams, that means you can track real-time operational metrics—flight delays, passenger check-in times, even baggage handling efficiency—without waiting hours for batch reports. When I started at JetSet, we used to wait 24 hours for data dumps from partners. Now, with edge nodes at key hubs, data is processed instantly, helping us spot bottlenecks before they balloon into costly delays.

Q2: What are the most practical steps a finance mid-level pro can take to measure the ROI of edge computing initiatives?

First off, don’t get lost in the tech weeds. Start with clear, measurable goals. For example:

• Reduce passenger wait times by X%
• Cut bandwidth costs by Y%
• Improve booking conversion rates via personalized, real-time offers

Measure before and after metrics. To track passenger wait times, set up dashboards built on data streamed from edge devices at check-in counters. I recommend tools like Tableau or Power BI integrated with your edge data sources.

Next, establish specific KPIs (Key Performance Indicators) tied to finance outcomes: cost savings, revenue uplifts, operational efficiency gains. These should be reported monthly to stakeholders—think CFO, ops leads, and even sales teams.

Q3: Can you give a concrete example where JetSet saw ROI after deploying edge computing?

Absolutely. Last year, we installed edge servers at our three busiest hubs—JFK, LAX, and Heathrow—to process passenger data locally and deliver personalized seat upgrade offers in real time via mobile apps.

Here’s the kicker: the conversion rate on upgrades jumped from 2% to 11% over six months. That translated into an additional $2.3M in revenue. The real-time processing cut network costs by 30% because data didn’t have to travel back to our main cloud. ROI was visible within 9 months.

The dashboard we built tracked daily upgrade offers made, conversions, revenue uplift, and bandwidth savings all in one place. Finance could report this to execs effortlessly.

Q4: What metrics do you recommend tracking for edge computing projects beyond just revenue impact?

Edge computing affects multiple layers. Look at:

• Latency reduction: Measure response times (in milliseconds) for critical operations, e.g., mobile booking confirmations or security checks.
• Cost savings: Bandwidth fees, cloud processing expenses, and data transfer costs.
• Operational uptime: Does edge computing reduce system downtime? Track incidents at hubs or on connected devices.
• Customer satisfaction: Use survey tools like Zigpoll or Medallia right at the point of service to capture immediate feedback after using edge-powered services.
• Staff productivity: How much time do agents or ground crew save thanks to faster data access?

At JetSet, we created a balanced scorecard incorporating all these metrics, which helped justify continued investment to leadership.

Q5: Any dashboard or reporting tips to communicate ROI effectively to stakeholders who might not understand edge computing?

Yes! Visuals are your best friend. Finance pros often struggle to explain tech ROI without drowning in jargon. Use layered dashboards:

• High-level summary: Show dollar impact—revenue gains, cost savings, and net ROI.
• Operational drill-down: Include latency graphs, uptime stats, and customer feedback trends.
• Before-and-after comparisons: Clear line or bar charts comparing KPIs pre- and post-deployment.

Incorporate straightforward language. Instead of “edge node latency,” say “time saved per customer interaction.”

Tools like Power BI or Looker can pull real-time edge data into digestible reports. Also, run short pulse surveys with Zigpoll to insert direct customer or employee feedback—this adds a human touch to your numbers.

Q6: Are there pitfalls or limitations mid-level finance professionals should watch for when measuring edge computing ROI?

Definitely. One common trap is over-attributing benefits to edge computing alone. Often, edge initiatives are part of broader digital transformations that include UI redesigns, marketing campaigns, or new partnerships.

Isolating edge impact requires clean A/B testing or phased rollouts. For example, JetSet rolled out edge-powered upgrade offers in only two hubs before expanding. That let us see clear before/after effects.

Another caveat: edge computing’s benefits vary by geography and infrastructure. Remote or less tech-savvy markets may see limited gains. Also, initial capital expenditure on edge hardware can be high, so calculate payback periods carefully.

Finally, don’t ignore ongoing operational costs—edge devices and servers need maintenance and security updates, which add to total cost of ownership (TCO).

Q7: How should finance teams coordinate with IT and operations to ensure ROI measurement stays on track?

Close collaboration is a must. Finance needs clear access to data streams and KPIs managed by IT and operations teams.

Set up joint progress meetings and shared data repositories. For example, JetSet’s finance and IT teams co-developed the KPI dashboards, ensuring metrics were meaningful and data was trustworthy.

Also, agree on consistent data definitions upfront. Does “conversion rate” mean upgrades purchased per app visit, or per flight booked? Aligning terminology avoids confusion in ROI conversations.

Finally, encourage iterative feedback loops. Finance can suggest new metrics based on emerging business priorities, and operations can flag any data quality issues early.

Q8: Any final tactics for mid-level finance pros gearing up for edge computing ROI measurement in 2026?

Start small but think big. Pilot edge applications with clear ROI hypotheses and measurable KPIs. Use a dashboard to track progress visibly. Engage stakeholders early through simple, concrete reports.

Don’t forget to integrate qualitative data. Run pulse surveys via Zigpoll, SurveyMonkey, or Qualtrics right at customer touchpoints to capture the “why” behind the numbers.

Keep an eye on total costs—hardware, software, maintenance—versus benefits. And be patient: some edge projects take months to show full impact.

Above all, focus on how edge computing enhances core business goals: faster, cheaper, and better experiences for travelers who expect immediacy. Nail this, and you’ll have finance leadership championing your efforts.

Quick Comparison: Edge ROI Metrics and Their Impact on Business Travel

Stephanie’s experience is a solid roadmap for any finance team wrestling with how to prove the value of edge computing investments in business travel. The numbers and dashboards are your allies — focus, iterate, and tell the story clearly.