I thought I’d share how Perficient has helped one of many businesses in the Travel Industry move full-steam ahead with its worldwide agency network.
To increase market share, drive new business, and improve communications and process efficiencies, one of the largest cruise ship lines in the world embarked on an initiative to implement a standard CRM solution to support its sales operations.
The Agency Sales group for the cruise line was using a CRM system that was divided into silos, making interdepartmental access between systems impossible. Without a common platform, the Company was unable to rapidly grow its business through its agency channel.
The cruise ship line lacked a single CRM solution to manage business generated from 50,000 affiliated travel agencies, and agency information was housed in 12 disparate databases. They did not have a process or sufficient data for strategy development or market planning, and no mobile device access for the sales team. Downtime was an issue, as existing systems were poorly integrated.
Solution Deployed
Perficient replaced the Company’s legacy CRM system with the Salesforce Sales Cloud and integrated all 12 independent databases into the Salesforce platform. This solution also established business rules and workflows to manage strategy development and campaigns. Finally, a mobile interface was built for field sales calls.
Value Delivered
• The cruise line now has a single CRM, providing a 360-degree view of its global network of travel agency affiliates
• Information is readily accessible to drive better targeted marketing and manage campaigns
• Field sales is operating more efficiently and morale has improved
• Bookings and sales are growing more rapidly
More to come on how Salesforce is being used in the Travel, Healthcare, FinServ and other industries.
P.S. Happy sailing!
