Seamless Traveler’s Experience with Omnichannel

HolidayMe, offers integrated travel services ranging from Holiday packages, flights, Itineraries, and more to customers around the Middle East.

Industry

Tour & Travels

Salesforce Product

Sales cloud, Service Cloud, Pardot
Live Agent, tableau

Region

UAE

Business Type

B2C

Overview

Enabled travelers to plan and book a holiday experience completely online HolidayMe, offers integrated travel services ranging from Holiday packages, flights, Itineraries, and more to customers around the Middle East. Travelers can choose from 400+ holiday packages to over 200 destinations and 8000+ activities globally to enhance their holiday experience.


Interesting Data Insights

92%

Operational efficiency increased across the business

60%

Travelers now communicate through Chat

90%

Reduction in Manual Entry

85%

Improvement on response rate

The Challenges


Holiday me is an online Travel portal catering to the Leisure, Travel and Tourism sector. Had multiple applications and portals to manage the end to end journey. This resulted in challenges to handling bookings, customer requests, live chat to generate tickets and to manage timely vendor payments.

Business Drawbacks
  • Make Booking procedures more convenient
  • Duplicate data entries
  • Manage after sales and customer complaints
  • Track Marketing campaigns and KPIs
  • Track customer analytics
  • Personalize traveler’s experience
  • Connect with website visitors

The Solutions


Smaartt Digital together with Salesforce to digitally transform HolidayMe’s business processes for better Customer and employee Experience.

Solution Use Case
  • Contact Management
  • Opportunity Management
  • Lead Management
  • Case Management
  • Reporting
  • Campaign Management
  • Relationship Analytics

Result


Implementing Salesforce Sales cloud, Service cloud and Pardot has streamlined existing processes that have improved the overall ROI. This transition has resulted as per below:

Reduced Operational Time

Decrease in the time taken to respond to lead inquiries & The first-time response rate has improved by 85%

Increased Work Efficiency

Amount of time spent on manual data entry has reduced by 90%, so now employees can use their time in more valuable works

Increased in Number of Leads

Lost deals due to pricing are brought down by 82%, so the number of deals has increased as a result.

Reference site for data: Salesforce & Gartner

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