Sunvil, a highly respected UK Tour Operator, renowned for their specialist holidays to Greece and Cyprus along with tailor made adventures to Latin America, has partnered with d-flo to ensure they have purpose-built technology to support their customer communications strategy. This mid-sized tour operator has seized the opportunity to enhance their customer-centric business model and to improve relations and retention in the future.
Sunvil has always prided itself on the quality and depth of information provided to both its returning and first-time customers. However, as the business has grown, the customer profile has increased in diversity. The growth in customer numbers and diversity inspired Sunvil to seek a way to introduce a level of increased automation but more importantly, service customers according to their interests and their preferred communication means.
"The partnership between the Sunvil group and d-flo is invaluable. d-flo has provided us with much more than travel documentation. It has required us to question the status quo, look at the way we use our systems and to resolve 'fixes' that were put in place but were not fit for purpose. It has assisted us in increasing efficiency throughout the business and enhancing uniformity between brands - all of which are part of our long- term business strategy and which evolved during the project."
Finding an ideal approach from d-flo, Sunvil committed to implementing TravelComms. Working with Sunvil’s Tigerbay reservation system, automated processes were built in TravelComms to trigger personalised and enriched travel communications from the booking data for each stage of the booking journey.
Sunvil is able to provide their customers with premium-branded and inspiring quotations, confirmation invoices and travel documentation that are comprehensive and individually tailored to the customer, so driving deeper customer engagement. The flexibility of TravelComms ensures customers can be served as they choose – whether by email, traditional print and post or via the My Sunvil portal – which has never been more important.
Using the broadcast capabilities of TravelComms, Sunvil are now able to contact travellers and provide up to the minute information and changes. Imperative in the ever-evolving travel climate, this additional service is helping to provide instant reassurance and assistance.
"The documentation design brings our destinations to life, driven by the data in our systems. They are engaging, informative and ensure brand consistency. They also highlight our unique selling points and place our specialist teams front and centre within our messaging, thus creating a bond between customer and staff."