Travel agency “My Greek Friend” Cuts Costs & Saves Time with Repath
The need for CRM and Marketing Automation became of crucial importance when the team found itself wasting significant time dealing with unqualified leads while handling mass customer data using spreadsheets.
Based in Crete, My Greek Friend is a well-known travel agency offering personalized vacation packages to travelers who want to visit Greece. The company constantly handles requests from travelers in US, UK, Ireland, France and Germany who plan to visit Greece throughout the year.
To reach potential customers, My Greek Friend invests heavily in Facebook and Google Ads through which it receives contact details as well as traveler’s preferences regarding their preferred time to visit Greece. This information is then passed on the sales department which is responsible for making follow up calls and emails to those leads in order to acquire more specific information about their preferences (age of the travelers, extra services, preferred board, amenities) and thus, be able to propose the ideal vacation package for each other.
Until the adoption of the Zoho CRM plus, the marketing and sales teams found themselves wasting significant time to filter out the quality of the incoming leads by following up with leads that were not truly interested in purchasing the travel service. A great percentage of the leads did not respond and this caused a great amount of time to be wasted.
Another major bottleneck that prevented My Greek Friend from handling the requests efficiently and effectively was the lack of CRM. Internal teams used spreadsheets to keep up with clients’ information and therefore the historical data of each client were not stored while any customer segmentation was not possible.
Carefully examining the customer journey
The most important aspect of the process was to define the processes that rolled out from the time that the website or the social media user fills the lead form until the time a sales rep handles the information in order to push the lead forward to the sales pipeline.
Co-Founder of Repath
Integrating Zoho Survey
As such we elicited powerful conclusions for every single segment of our client database shaping our strategy accordingly to meet their needs.