Case Studies

"We've increased booking conversion by 2% on a multi-million pound turnover in a 12 month period and the CRM that 3Sixty have created for us has played a huge part in this." 
Mal Barritt, Managing Director

Sector

Travel

Client

Cruise118 www.cruise118.com

Business Need

With office based staff working in unison with a team of home workers based across the UK, it was crucial that customer enquiries were captured, assigned and dealt with as efficiently as possible in order to maintain and improve the company's excellent service standards.

Technology Solution

We provided a highly customised CRM with internet enabled anytime, anywhere access from any device, incorporated within a virtual desktop and virtual server environment to reduce on-site hardware and maintenance costs and increase security and disaster recovery.

Seamless synchronisation with Outlook Express, coupled with 'one click' call out on a Telephone Application Phone Interface (TAPI), saves dialling time and ensures that Sales Agents and other staff have access to all the information they need when making and receiving customer calls.

A customer portal allows Cruise118 to improve their service to clients by providing 24&slash;7 access to order and payment logging facilities and an on-line ordering and booking request form. The system has also significantly reduced administration and data input requirements as information and sales codes at the quote and order stage, automatically generate invoices and other customer correspondence.

Cruise118's sales team also have a full range of pipeline management tools at their disposal, including the ability to import and segregate data for email marketing and telemarketing purposes. Prospect lists can be monitored as they progress through the sales cycle, and correspondence and tasks can be tracked against each company or contact. What's more, all e-marketing campaigns are sent from within the CRM.

Return on Investment

• Improved internal and external communication
• Internet based application that increased speed, access and ease of use in managing customer relationships
• Integrated with the website to capture leads
• Billing systems integration increased efficiency of finance departments
• Increased security and disaster recovery
• Reduced hardware and IT maintenance costs

www.cruise118.com