The Natural Travel Collection
The challenge
The business is a ‘start-up’ and needed a system bespoke to its operational needs where the staff could record and manage all client bookings. Rather that implementing an ‘offtheshelf’ system used by much of the travel industry, which may have had more functionality than was required, the business felt tailoring a system directly to its own needs was the way to go. This was key to its client satisfaction, as the Natural Travel Collection tailor makes its holidays commensurate with the needs of its clients, hence the booking system also needed that flexibility.
Our solution
After discussing the needs of the business with the directors, Black Swan created a list of requirements that the new system needed to address. Once it was understood how the customer experience needed to look for the client end and what the team within the business needed to do to make that happen, Black Swan built the system.
This incorporated a booking system to select the components of the holiday including: multiple accommodations for tour members, specific client needs, and different flights requirements for different members of the overall party, to name but a few. The system also incorporated CRM functionality, providing data for mail-shots, marketing and management reports.
As with all Black Swan projects, the final phase was to train the staff on all elements of the new package, before setting it live.