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.
1, true, true, false, false, buildWelcomeCard, No Thanks, Yes
2, true, false, Understanding ASVP (Application Support Value Plan), Powered by decision science^Built to improve& innovate& and secure your bussiness applications, A success plan for your Salesforce implementation^Use your applications with confidence^Streamline processes& reduce decision-making bottlenecks^Respond rapidly to new information or market shifts^, Back, Next ASVP UVP
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4, true, true, false, false, buildImageCard, Back, Next Complementing SF Success Plans
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1, true, US, https://www.wp.crmit.com/wp-content/uploads/2023/11/naveen-vemulapati-1.png, Naveen Vemulapati, Senior Vice President – US Operations & Global Analytics
2, true, AUS, https://www.wp.crmit.com/wp-content/uploads/2023/11/Mask-Group-2.png, Damien Scales, Asia pacific managing director
3, true, IN, https://www.wp.crmit.com/wp-content/uploads/2023/11/Mickey-Bedi-CNS.jpg, Mickey Bedi, Vice President & Geo Leader of India - Sales
