While it’s true sister companies Quark Expeditions and TCS World Travel provide services that are more exotic than most companies, they still face every-day data and application integration challenges that are common in many industry sectors.
Both Quark, a leader in Arctic and Antarctic adventures, and TCS, which provides private jet expeditions, offer once-in-a-lifetime travel experiences to their customers. But just like many other companies, they get a lot of their business leads from inbound inquiries and via multiple channels, i.e. potential customers complete their preliminary research online and either fill in a web form or call into a call center to make a reservation. So they needed to give their sales teams had immediate visibility into the leads coming from both their website and their call center. This would speed up responses to customers and accelerate the sales cycle.
As a first step, both companies deployed Salesforce to capture information from customers who contacted them through their call centers and their websites. But while Salesforce provided better access to the information, the sales process was still complicated. Other key information—such as trip inventories, trip costs and itineraries as well as new leads and new bookings—were stored in different systems.
To improve the efficiency of their sales organizations, the two companies knew they needed to integrate Salesforce with their reservation system. The companies also thought they could improve customer experiences and drive even greater sales efficiency by making customer, inventory and reservation information readily available within one single system—Salesforce.
Quark and TCS solved the challenge by turning to Scribe Online, Scribe’s cloud-based integration platform as a service (iPaaS). Using Scribe to integrate Salesforce with the reservation system—as well as the trip availability system—gives both sales teams instant, real-time access to important information:
- Bookings made through the call centers
- Current pricing
- Website leads
- Available trips
- Trip itineraries
The end result is that both sales teams now react to customers more quickly. They also easily see their progress toward closing new business and can adapt their approach with each customer when necessary.
Each company also now has a single system-of-record where trip inventory is entered once and automatically propagated across the other systems: No information needs to be re-keyed! Plus, managers can get real-time updates on the status of leads so they can adjust the team’s priorities if the progress on opportunities needs to be accelerated.
“Our sales teams now have immediate access to accurate leads that come in through our marketing and reservation systems,” says Joy Khambhaita—the IT & Digital Director, North American Specialists Division for TUI AG Group, the parent company of Quark and TCS. “This enables us to respond to customers more quickly and adjust if we need to accelerate the sales process.”
To find out more about how Quark and TCS rely on Scribe Online to integrate Salesforce with other information databases, check out the complete case study.