Creating a great customer experience
Johan Nyrén,
Senior Partner at BIG Travel
Who is BIG Travel
BIG Travel is one of Sweden’s largest corporate TMCs with more than 30 years in the industry. The pandemic hit BIG Travel hard with a decrease in sales of almost 95%.
Facing hard times caused by the worldwide pandemic BIG Travel stood at a crossroad. True to the nature of the company, they decided to face the challenge head-on and prepare for the future with massive investments in new technology.
The Ambition
To realize their ambitious plan, BIG Travel opted for a technology upgrade to gather all customer data in one system. The obvious choice was TravelOperations Engage (CRM) and TravelOperations Enterprise (Finance & Operations) – a solution powered by Microsoft and build for the travel industry
“The dream was to gather all data in one system, so that marketing would have access to all relevant customer information. Only then would marketing be able to create tailored campaigns to a very specific customer segment based on insights to ex. previous travel destinations, travel patterns, supplement purchases, upgrades etc. I truly believe there is only one sensible way to prepare for the future: To ensure a loyal customer base by delivering great customer experiences. The only but being that it requires access to thorough insights.”
Johan Nyrén, Senior Partner at BIG Travel
With TravelOperations and Microsoft BIG Travel moved all data to Dynamics 365 taking the first huge step towards operational efficiency and great customer experiences.
The Solution
Investing in new technology to support vital business functions and processes is always about creating a better revenue base. BIG Travel is no exception. They are ready for large volume travel again and prepared to grow with automated processes.
Although investments are always a revenue game, BIG Travel has an admirable focus on how the most recent technology upgrade will influence relations with their customers.
“We were looking for a modern alternative to our old CRM and mid-and-back-office solution… By modern, I mean a standard cloud based and scalable solution. We were not interested in a custom made “Big Travel system” but very clearly looking for a solution that would always be up to date and supported with standard components and modules.”
Johan Nyrén, Senior Partner at BIG Travel
With TravelOperations and Microsoft BIG Travel moved all data to Dynamics 365 taking the first huge step towards operational efficiency and great customer experiences.
The Impact
Investing in new technology to support vital business functions and processes is always about creating a better revenue base. BIG Travel is no exception. They are ready for large volume travel again and prepared to grow with automated processes.
Although investments are always a revenue game, BIG Travel has an admirable focus on how the most recent technology upgrade will influence relations with their customers.
“What we essentially want is to create the best possible relationship with our customers. We want our customers to feel important, to have the feeling that we know them and understand what they find important while travelling. Now, with the right technology – with Microsoft and TravelOperations – that is just what we can do.”
Johan Nyrén, Senior Partner at BIG Travel
BIG Travel is already seeing the impact and winning important customers who buy in on the positive effects of BIG Travel’s technology focus.
There is no doubt that BIG Travel has ambitious plans. They all start with one platform in the cloud. With smart marketing, a huge focus on customer experience and a steady gaze to the future.
“We have transformed our business – not forced by the pandemic, but it definitely pushed us in the right direction.”
Johan Nyrén, Senior Partner at BIG Travel.
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