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Inflot Cruises

"Inflot Cruise and Ferry Ukraine" group of companies is a multi-specialist cruise tour operator.

How to increase profit and reduce costs by automating the online sales process of a tour operator company.


About:


"Inflotcruises"

"Inflot Cruise and Ferry Ukraine" group of companies is a multi-specialist cruise tour operator that offers cruise trips and tours around the world for Ukrainian tourists and shore excursion service of cruise ships in Ukraine.

Request:


The client approached us looking to streamline business processes and workflows in CRM customer portal and it’s integration with the main selling site and corporate system of the company. The main requirement of the customer was the implementation of a complex business process to ensure the sales and subsequent work with the client in the process of providing services.

  • Creation of a centralized customer database with the ability to see orders at any stage of processing.
  • Orders come from the site and the partner network, it is necessary to ensure the processing of orders from different sources.
  • There are two sales offices, it is necessary to ensure the separation of leads by region for distribution to different sales offices.
  • It is necessary to automate the collection of data on tourists and ensure the automatic formation of contracts without the participation of a manager.
  • Based on the results of the work of sales departments, it is necessary to create custom reports according to the forms approved by the company's management.
  • It is necessary to integrate CRM with all systems within the company.

  • Challenges:


  • A large number of customer's stakeholder's departments were involved into the implementation process.
  • The need to create the most convenient process for ordering tours online.
  • To solve the company's tasks, the following were configured in CRM:


  • customer fields in CRM objects;
  • sales funnels and requirements for their stages for various services;
  • business processes workflows in leads funnels for quick calculation of the cost of the tour;
  • business processes workflows in Opportunities to track the conclusion of an agreement and payment for the tour and notification of customers;
  • distribution of regions by sales offices and distribution of leads by managers according to the logic specified by the customer;
  • formation of custom reports according to the requirements of the client;
  • automatic formation of an agreement with the client after filling in information about the number of tourists, their data and information about the tour;
  • integration with the company's accounting system;
  • IP-telephony integration with CRM.

  • To involve the company's personnel in working with CRM, we consulted and trained employees.

    Key results:


  • Increase in the company's profit from online sales.
  • Increase in cross-selling of related services.
  • Reduction of time and cost for ordering and processing.
  • Formation of an online application database.
  • Optimization of the processing of applications and the formation of an agreement for the tour increased the productivity of employees.
  • All communications with clients and stages of tour approvals are documented in CRM.
  • Reduction of time and cost for ordering and processing.
  • Formation of an online application database. The customer base became unified, and the preservation of order history made it possible to segment customers to participate in marketing activities.
  • As a result of the successful CRM setup, we automated the work of managers with clients and also optimized the transfer of data about tourists for the automatic formation of an agreement, which greatly simplified the work of managers and reduced the time for processing one tour by several times. The customer is currently increasing the number of services and communication tools used on the CRM portal within the company. At the moment, the portal is operating normally and solves all the tasks assigned to the company.

    You want to increase profit and reduce costs by automating the online sales process?


    Just contact us here.