How G Touring uses TravelComms to uniquely differentiate their customers’ experience.
Partnering with d-flo and adopting its TravelComms™ platform, G Touring implemented a customer experience unique to each of their brands and their guests, and seamlessly integrated with their existing reservation system and Salesforce CRM.
1
dynamic comms journey
2
unique
brands
Sector
Tour Operator
Solution
TravelComms Platform
Launched
2024
Removing costly manual back-office processes
TravelComms was originally implemented to streamline the costly paper-based and manual processes relating to customer documentation. The automation delivered by the multi-channel communications journey achieved a 70% digital adoption rate and a full return-on-investment (ROI) within the forecasted 12 months. A follow on project saw d-flo undertake a review of the customer communications journey, overall customer experience, and explore new opportunities to improve both. Since then, the unexpected time afforded by the impact of COVID-19 on usual business operations has enabled Just You and Travelsphere to undertake a review with d-flo of their customer communications journey, the overall customer experience, and explore new opportunities to improve both.An enriched and differentiated customer experience
By collaborating with d-flo, Just You and Travelsphere implemented new designs to better align communications for the two brands along with a custom API to aggregate relevant rich content from the companies Umbraco CMS system.
As part of the new immersive communications journey, various communications have been set up at various stages to now promote trip-relevant excursions to each customer. And additional capabilities that capture customer sentiment and feedback helps business stakeholders to adapt the content, tone and timing of each communication within TravelComms’ to continually improve the customer experience.
TravelComms has also provided both brand’s teams to broadcast personalised and content-relevant messages relating to last minute itinerary changes or disruptions to any and all associated guests.
Enabling access for productivity and security
Integrating with both brands’ My Account portals, customer documents are now accessed via secure self-service to comply with the GDPR and safeguard personal identifiable information (PII) contained within the customer documentation.
Every customer communication – along with how and when they were sent – can be viewed directly from within Salesforce to provide the contact centre a 360-degree customer view from their core system.