Revolutionising lead management across multiple specialist brands
Travelopia prides themselves on being travel experts. Leading the way when it comes to providing unique travel experiences, their brands offer the world’s best polar expeditions, wildlife safaris, cultural tours, yachting adventures and more.
Their ambition is to build the world’s leading experiential travel company. With over 2000 colleagues across 30 countries worldwide, they work together to achieve this by sharing their knowledge, expertise and best practices to stay at the forefront of the travel industry.
Austravel, Sovereign, Citalia and Hayes & Jarvis are a collection of UK specialist travel brands, who are all part of Travelopia’s extensive portfolio. Each brand is individually operated, with a spotlight on specific destinations, passions and interests.
Implementing a single platform to effectively manage all client interactions
Manage the search, quote and book workflows through to a successful booking
Simplify task management and reducing the dependence on using external calendars and email
Hayes & Jarvis and Austravel were the first brands to adopt Inspiretec’s CRM platform, which was deployed to create an omnichannel view of the customer which is used to manage leads and control sales workflow.
After adoption of CRM, both brands quickly experienced positive results and business benefits, so it wasn’t long before Travelopia’s other luxury brands Citalia and Sovereign, followed suit and adopted CRM as their core lead management tool. The requirements across the brands were:
Displays how many enquiries a consultant is managing and the number of quotes sent
Providing the call centre management team with insights into team workload and performance
Indicating the quantity of bookings that have been made and their subsequent conversions
Helps the call centre managers keep their finger on the pulse and address any anomalies before they become a problem
A step change to Travelopia’s enquiry workflow management processes across the brands, giving their team the ability to use a single platform to effectively manage all client interactions from enquiry to booking, from the website and the call centre in a single place
The provision of tools and workflows to consultants allowing them to carefully load and release inventory to their members – delivering up to date site information, real-time availability and accurate pricing, all resulting in an exceptional customer experience
The system also receives website enquiries from the respective B2C websites and then works hand-in-hand with Inspiretec booking and reservations system, Reservations to manage the search, quote and book workflows through to a successful booking
CRM has landed well and has delivered Travelopia tangible business benefit.
With significant improvements in sales and marketing conversions.
Empowering the customer team to focus on providing their customers with unique travel experiences.