World Travel Holdings
Improving enquiry conversion across three cruise brands
One of the UK’s largest specialist cruise distributors replaced an all-in-one system that had stopped keeping up. A year on, enquiries convert better, quotes sell the holiday, and three brands work from one view of the customer.
“Significant improvement in our enquiry to booking conversion.”
Alex DixonBusiness Solutions Director, World Travel Holdings
Alex Dixon on the switch
Why World Travel Holdings moved off a single all-in-one platform, and what changed once enquiry management sat inside a travel-native CRM.
One of the UK’s largest cruise specialists
World Travel Holdings is one of the UK’s largest and fastest-growing specialist cruise distributors, offering everything from Mediterranean fly-cruise holidays to South American land tours combined with cruises. Its award-winning “Cruise Concierge” approach keeps customers coming back, and delivering that consistently across three brands depends on having the right technology in place.
Cruise specialists
A diverse portfolio across three brands, from a simple fly-cruise to fully immersive multi-centre tours.
Cruise Concierge
A one-to-one, personalised service concept that has earned multiple customer service awards.
Exceptional as standard
A customer centric ethic built into the heart of the business from day one, shared with its US parent.
An all-in-one system that had become a constraint
World Travel Holdings wanted to understand its customers better, personalise the service its sales and service teams deliver, and above all handle enquiries more effectively to maximise conversion.
That meant moving on from a single all-in-one platform to a partner who genuinely understood how cruise is researched, quoted and booked.
A best-of-breed travel CRM that fits the rest of the stack
Our travel CRM works alongside search-and-book and reservations. We understood travel, integrated with their existing systems, and brought strong enquiry and task management across the brands so the wider technology works together rather than in silos.
- A provider that genuinely understands travel
- Seamless integration with key business systems
- Support for a true multi-brand business
One view of the customer, whichever brand they call
Enquiries, tasks, quotes and bookings sit against a single customer record, so an agent on any of the three brands picks up the conversation with full context.
That joined-up view is what turns a routine quote into a follow-up that converts.
What improved after the switch
Stronger enquiry conversion
A marked improvement in enquiry conversion, driven in large part by the travel CRM’s enquiry management functionality.
Quotes that bring the holiday to life
A routine quote becomes something that makes a customer want to go on that holiday, landing as a task in CRM to prompt timely follow-ups.
A connected, multi-brand platform
Integrated with search-and-book and reservations, giving each brand a joined-up view of the customer.
A collaborative partnership
We listened and worked side by side, even helping introduce a new partner now lifting contact-centre service quality.
“In a world that’s changing so quickly, Inspiretec recognise that technology and business needs are changing too, and they’re helping us adapt and make sure we’re positioned well for the future.”
Alex DixonBusiness Solutions Director, World Travel Holdings
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