Exceptional Quality over quantity as a growth based business strategy.
Consensio is a Luxury Chalet Operator that is based in the UK with an Operations office in France. As Operators rather than Agents, they manage the portfolios directly on behalf of their respective owners and are also members of ABTA to provide peace of mind for guests. Consensio means “co-operative” and that is exactly how they work, using a unique profit-sharing method and focussing on “providing tailored Exceptional Service in the most Exceptional Properties in the French Alps and St Tropez”. To achieve this you need to know your customers and their needs inside out and provide exceptional customer service at every touchpoint of a customer’s journey. As stated on their website:
"We understand that holiday time is precious, which is why we take the time to listen to our guests to learn exactly what they want, so we can ensure that every aspect is taken care of."
So the challenge was to adopt a high quality, professional CRM that was designed for the travel industry but allowed them to tailor it to their specific client needs and small specialist team, yet scalable and flexible to allow for future growth.