G Touring

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Just You and Travelsphere the escorted tour and single traveller specialist tour operators previously owned by All Leisure Holidays.

With a view to streamlining processes and improving operational efficiencies at Just You and Travelsphere, the two operators set about looking for a software company to manage its post-booking transactional documentation and improve the customer experience.

Challenges

With customer documentation being exclusively paper-based, Just You and Travelsphere relied on many time consuming and costly manual processes. Costs were compounded further with the need for additional temporary seasonal staff during the run up to peak periods. And with customer expectations of receiving some of their information electronically, the decision was made to transform their documentation processes. Consequently, as a company that is always looking to enhance the customer journey, Just You and Travelsphere embarked on a project to implement e-communications– from the booking to the day of departure.

"The TravelComms solution has been simple to implement and it has delivered what was promised - in scope, on time and in budget - which is a very strong accolade for a software company today. We are very pleased with the results today."

Solution

d-flo were partnered to implement an integrated TravelComms solution with Comtec’s Travelink reservation system and in-house content management system.

Managing the entire customer journey, d-flo TravelComms now provides customers the opportunity to receive all their documentation via email while still maintaining a print option for customers without email and for items such as travel wallets and luggage labels. Content-rich communications, with links to associated web pages and relevant PDF attachments are emailed directly to customers in a countdown of weeks before the date of departure, including: holiday confirmation, information on visas and holiday extras. Replicating this for paper-based communications, TravelComms automatically generates and collates associated documentation to simplify the print and despatch process.

With a return on investment set to be achieved within the forecast 12 months, Just You and Travelsphere experienced significant operational efficiencies. A 70% take-up of customers receiving documentation by email within three months of going live. Seasonal staff are no longer required and stationery and printing costs have been greatly reduced. Customers are receiving information faster, which in turn has reduced telephone and email enquiries.

Further TravelComms projects are now being planned to optimise unique customer journeys for each of these tour operator brands.

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