Nyhavn Rejser was established in 2013 and consists of 5 travel agencies in Denmark and Norway with a yearly turnover of 600m+ DKK.
• High costs & inefficiency
• Lack of data & insights across channels
• Lead response time
Nyhavn Rejser, was doing well, achieving a conversion rate higher than the travel industry’s average. However, they knew that the sales and service teams could do even better with the right data, tools, and insights. One of the primary disadvantages was the fact that the travel advisors were not able to access relevant customer information, such as who was calling, emailing, or messaging, their past conversations across channels, or their previous holiday bookings. They wanted a solution that could recognize return customers and provide advisors with more context. Furthermore, they had no way of connecting customers directly to the advisor who had previously assisted them and they wanted the ability to route customers to a dedicated “personal advisor” every time.
Nyhavn Rejser’s customer service and sales teams used four systems that were disconnected and functioned completely separately, which kept system costs high and resulted in inefficient manual processes and repetitive work. Because they were using different systems to manage their sales and support, their data – just like their systems (Outlook and TDC IP Scale) – lived in silos and they found themselves spending an immense amount of time converting conversation data into a useful format where they could use it to make informed business decisions. Finding a solution that collected better stats and analytics across all channels (phone, email, and chat) was top of mind.
Finally, their system for assigning leads was a very manual process, which resulted in a slow response time (not ideal for their sales team).