How Great Rail Journeys uses TravelComms to remove the stress from customers’ trips.
1
dynamic comms journey
3
unique
brands
Stress free
customer experience
Sector
Tour Operator
Solution
TravelComms Platform & Travel App
Launched
2024
Extending the pre-booking excitement
Through their high-quality website and brochures, Great Rail Journeys have built a strong reputation for the information supplied to their customers before a reservation is made. Identifying a strategic need to improve their internal processes and ensure their post-booking communications deliver the same rich quality content as are experienced in the early stages of the customer relationship.Enriching the experience for users and customers
Working in partnership, d-flo quickly gained an understanding of Great Rail Journeys’ reservation system and implemented a seamlessly integrated TravelComms solution to automate and improve all customer communications – from enquiry to pre-departure.
TravelComms generates all customer communications for the multiple brands and themed holidays that Great Rail Journeys operate. Quotations, acknowledgements, confirmations, etc (including attachments such as ATOL flight certificates and Agent commission statements) are all more personalised than previously, contain more information of relevance to the specific trip booked, and are delivered by email or posted, as preferred by the customer.
Copies of all customer communications are stored in TravelComms, which integrated with their reservation system makes it easy for Great Rail Journeys’ customer service team to quickly retrieve them when handling customer queries. Similarly, all communications can now be securely self-served by customers via Great Rail Journeys’ ‘Manage My Booking’ customer portal.
The combined effect of high-quality post-booking communications, improved customer experience and more efficient internal processes has made TravelComms a great success.