Client Success Snapshot
Client Profile:
- Overview: A prominent luxury cruise line
- Industry: Travel and Hospitality (Cruise)
- Team Size: 1,500
- Annual Revenue: US$ 421.8 million
- Headquarters: Miami, FL
- Markets: Global
The Challenge
A cruise line lacked a digitized and unified customer relationship management system that could generate and analyze valuable data. The company’s data — obtained through affiliated travel agencies around the world — came from emails and manually processed reports.
Gerent's Approach
Gerent implemented both Sales Cloud and Service Cloud — two powerful solutions for the business’s agency and direct sales teams. Gerent also assisted the company in integrating its data from existing reservation and lead generation software into Salesforce; there was no need to abolish technology the client had already paid for.
Key Outcomes
Post-implementation, the cruise line gained unprecedented visibility into its sales and lead pipelines, greater collaboration with its global partners, and enhanced relationships. In addition, the elimination of manual reporting increased productivity among agents, and the client’s broadened view of its customers led to more effective marketing initiatives, propelling sales forward.
Client Success Story
The cruise industry has grown dramatically over the past 20 years and its growth is expected to continue into the future. Much of the industry’s success can be attributable to Baby Boomers and their substantial savings. The competition for these big spenders is fierce, causing cruise lines to diligently ensure every aspect of service is exceptional.
Gerent was approached by a cruise company in the top echelon of the high-end cruising market. The company had recently been acquired by a firm that was implementing an aggressive growth strategy. The acquisition demanded enhanced sales and administration efforts from the cruise line.
Disjointed Data Means Lost Opportunities
The company dealt with a number of travel agencies worldwide. It lacked a digitized and unified customer relationship management system that could generate and analyze valuable data. This data would paint a complete picture of the cruise line’s customers and allow the company to fine-tune its sales and marketing efforts.
When Gerent conducted its investigation, it became apparent that the company’s data — obtained through affiliated travel agencies around the world — came from emails and manually processed reports. Information was often siloed, making it difficult to see who customers were. As a result, many sales and marketing initiatives were left on the table.
Knowing the Customer is Critical
Gerent implemented both Sales Cloud and Service Cloud — two powerful solutions for the business’s agency and direct sales teams. As a result, the client was able to integrate all its sales and account management information, route all lead traffic into Salesforce, and provide sales teams with mobile access in real-time. A total of 4 million legacy guest records were migrated onto Salesforce. Gerent also mobilized Chatter, enabling sales teams to communicate with each other directly, using one standardized platform.
Gerent further assisted the company in integrating its data from existing reservation and lead generation software into Salesforce; there was no need to abolish technology the client had already paid for.
Data in a Single Database
As a result, the cruise line gained unprecedented visibility into its sales and lead pipelines, greater collaboration with its global partners, and enhanced relationships. In addition, the elimination of manual reporting increased productivity among agents, and the client’s broadened view of its customers led to more effective marketing initiatives, driving sales forward.
Contact Gerent today to find out how we can help your business achieve its ideal future state!
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