case study
The Challenge
A leading provider of bespoke school travel services, faced significant operational challenges. The company relied on outdated systems that were no longer fit for purpose, causing inefficiencies in costing, customer relationship management, and operations. The manual nature of their processes led to increased workloads, missed opportunities, and a lack of real-time visibility into key metrics. The company needed a modern, scalable solution to streamline operations, improve customer satisfaction, and ensure profitability.
The Solution
The company partnered with Format14CRM to implement TrailBlaze CRM, a no-code solution built on the Creatio platform. This powerful system centralized their operations, replacing fragmented tools with an all-in-one platform for managing costs, customer relationships, and day-to-day processes.
- Cost Management: Automated costing for trips, seasonal cost uplifts, and real-time margin controls.
- Customer Relationship Management: Comprehensive customer profiles, automated quote generation, and integrated feedback collection.
- Operational Efficiency: Workflow automation for invoicing, approvals, and reporting, plus seamless integration with third-party tools like Qwilr for quoting and Airwallex for payments.
The Results
The implementation of TrailBlaze CRM delivered measurable results for the travel service provider using TrailBlaze:
Streamlined Operations:
- Reduced manual workloads by 40%, freeing staff to focus on high-value tasks
- Automated processes such as bed capacity management and seasonal cost uplifts.
Improved Customer Engagement:
- Enhanced customer satisfaction through personalised service enabled by detailed customer profiles.
- 25% increase in repeat bookings, supported by automated follow-ups and targeted offers.
Increased Profitability:
- Accurate costing and margin controls ensured profitability across all quotes.
- Faster quote generation led to quicker deal closures and improved revenue predictability.
Enhanced Data Management:
- Transitioned to structured, reliable data formats during the migration, enabling real-time reporting and analytics.
- Integrated customer feedback into workflows for continuous improvement.