Aller Leisure
+26%
Booking conversion rate
87%
Customer recognition across channels
Challenges
Aller Leisure’s largest agency, 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).
The Dixa Effect
26% increase in conversion rate
With Dixa’s contact recognition feature, Nyhavn Rejser’s travel advisors are able to instantly recognize return customers and see their previous bookings, providing advisors with a clear threaded conversation history between themselves and the customer across all channels. This makes it easier for advisors to get caught up on the status of a deal and respond faster and with more accuracy. Additionally, with Dixa’s queue structure, Nyhavn Rejser is now able to route all customers directly back to the advisor that was originally assisting. This saves customers from having to repeat themselves and enables advisors to cultivate a more personal relationship with customers, helping them convert more leads into sales. By giving travel advisors more context when assisting customers, Nyhavn Rejser is able to deliver a personalized experience and achieve more bookings.
Lower costs & increased efficiency
By consolidating their sales and support systems with Dixa, Nyhavn Rejser was able to keep internal and external costs related to processes, licenses, vendors etc. low and enabled employees to spend their time in a more productive manner by not having to switch between systems and manually do lookups.
Better insights across all channels
Nyhavn Rejser is now able to get a unified view of t heir team’s performance in real time and historically. With better analytics and more unified data, Nyhavn Rejser also has the ability to make quick, well-informed business decisions that helps them continually improve their customer experience and their overall operations as well as their team’s performance.
