The travel and tourism industry is one of the biggest and fastest-growing industries in the UK.
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Why they hired us
To improve direct channel sales performance, to more efficiently redesign sales and Customer management processes and to build a measurement system for all Customer Care KPIs
To plan and coordinate the activities needed for the integration of all customer management processes at an international level (before/during/after sales)
What we have done
We analysed needs and expectations and created a precise segmentation of Customers and contact channels, aiming to improve the quality of Customer Experience by increasing revenues
We have designed and implemented, also through a continuous training program on resources, a service quality measurement process for all sales channels (phone, chat and mail)
We defined the project governance model, the CRM process integration plan and the organisation for the Italian market
Objectives achieved
Average 3-year conversion rate: + 20%
Average revenue growth rate over 3 years: + 5%
Reduction in average sales service management costs over three years: -4%
Overseas residents spent £2.3 billion on visits to the UK in June 2019
(Source: ons.gov.uk)