Global Tour Operator Triples Customer Acquisition & Retentions With Salesforce Sales Cloud

The customer is one of the largest tour operator and travel agent in its region and is considered as a travel icon. They are having 500+ employee across Asia and are known for providing innovative tour packages that redefines travel.

Challenges

• Capture passenger experience touch points including meal choices or seat preferences, entertainment and contact channels, travel documentation.
• Scaling customer loyalty and retentions with timely travel club member and personal travel document renewal and expiry notification.
• Account and Contact management to track passenger activity and service requests.

Solution

Salesforce Sales Cloud was deployed as the very first solution. The next step was to track all the passenger information and interactions in a single place so that they can be accessible from anywhere at any time. Best practices and in-line intelligence also helped in moving deals along faster. There was a definite need for managing loyalty points for which the community portal was customized by building several visual force pages and batches. Various triggers were also implemented for linking the booking of the passengers, creating a follow up task, updating points etc.

In addition to all of the above customizations, Reports and Dashboards were also updated with the following

• Request management
• Case management
• Knowledge management.

A passenger 360-degree view was provided and additional information along with the standard Salesforce fields were also made available which includes the following

• Customers meal preference
• Seat preference
• Preferred contact channel
• Preferred tour type
• Emergency contact

Benefits

• Managing travel Club loyalty management, activity management and customer communities.
• Booking management, request management, case management, and knowledge management with reports and dashboards are explicitly provided
• Passenger information’s and interactions are now available on a single platform.