The Adventure Centre, an adventure travel company, was expanding into the U.S market and required a digital strategy to keep up with the ever-changing trends of the adventure travel industry and reach customers in their new market.
Our analysis identified that the Adventure Centre could benefit from a centralized Customer Relationship Management system to improve the quality of interactions between their agents and clients.
For the first time ever, all Adventure Centre agents had direct access to all the details they needed to provide consistent and high quality customer service from anywhere. This system managed all “dossiers” for travelers and provided a simple, easy to use interface for agents to manage communications with. The new system eliminated many of the common mistakes that were being made and resulted in increased customer satisfaction.