The company
A large multi office Travel Agency based in Mexico and across the Caribbean. The agency offers a destination management company offering luxury travel and accommodation. Also provided are travel services for business professionals to meetings or events.
The challenge
As the Travel Agency are currently reviewing their standing within a digital transformation initiative, it has been recognised that there is a need to implement cloud-based applications to automate, enhance and streamline all operational processes.
Further, the need for a single centralised system became critical due to recent acquisitions with separate customer bases and support with no complete oversight.
The solution
Having recognised the primary challenge to find a comprehensive platform to unify all products and services through a complete technology suite, a decision was made to implement a CRM (Customer Relationship Management) platform as the best possible solution.
Speed of implementation being identified as imperative a solution, CRM offered a user-friendly, flexible, and supported opportunity.
Benefits
All information is centrally held and can be reviewed and analysed demonstrating trends and offering marketing insight.
Internal team members are able to review and qualify all leads prior to assigning it to a sales representative.
Tracking information is maintained and recorded in a central depository ensuring that there is no dependency on a single sales representative.
With stored client historical data, marketing campaigns can be targeted with real relevance in respect of client preferences and priorities.
A sales management dashboard allows sales representative performance management with the analysis of activity, closure rates and accurate forecasting.
Administration tasks are streamlined with a record of activities undertaken and completed appropriately.
All elements of the company, including new acquisitions, work to a single dedicated methodology, ensuring a standardised brand approach and image.
Client response times are improved ensuring satisfaction levels are enhanced.
All documentation and forms are digitalised and held in cloud storage allowing full in house and mobile access.
Conclusion
Sperto Consulting are pleased to report that through the implementation of a highly user friendly ZOHO CRM system and integrated CRM WorkDrive, a centralised data base was implemented addressing all concerns and challenges identified at a time of acquisition growth and a desire to embrace technology opportunities.
The company has concluded that the sales cycle process and client response has been both significantly streamlined and improved, with a clear understanding of trends and customer decision-making through analysis of data collected.
Industry Type
Travel Agency
Location
Dominican Republic
Type of business
Privately held
Features that helped us
- Customization
- Blueprint
- Assignment rules
- Workflow automation
- Reports & Analytics
- Integrations