Streamlining business operations and processes to provide personalised services
Concierge Travel Group (CTG) is a leader in the travel industry offering a progressive, well established and highly connected full service travel experience to their clients. CTG was established in 1979 and has a long tradition of operating an integrated knowledge-based travel business within their multiple divisions (leisure, business travel, wholesale and specialty brands), providing customised offerings and personalised services to both leisure travelers and corporations.
Faced with legacy operational systems that were restricting the ability to provide streamlined processes across their business divisions, CTG looked for a new system to manage their client information.
“CTG recognised the need to consolidate a number of disparate databases of client information into a single repository to better manage our clients.”
Maria Baberowski, Operations Manager, Concierge Travel Group
CTG evaluated a number of leading edge CRM systems, deciding to implement Microsoft Dynamics CRM as the solution with the closest fit to their business requirements and future platform vision. Oakton was selected as CTG’s preferred System Integrator due to their deep experience in the Microsoft Dynamics CRM product. Working closely with CTG, Oakton conducted a business needs analysis and documented their functional requirements, mapping them against the capabilities of Dynamics CRM to determine the configuration and customisation requirements. Oakton implemented the project over a 6 month period, delivering training to CTG staff and providing ongoing support services for the solution.
The new CRM system has consolidated client information held in disparate databases into one centralised single source of truth, providing a total view across all entities that has resulted in improved business intelligence. The solution comprising Microsoft Dynamics CRM, is provisioned in a private cloud hosted by Emantra and uses ClickDimensions for campaign marketing automation.
CTG have benefited from streamlined business processes and a significant reduction in administration overheads. The system provides an improved centralised view for managing their sales pipeline and they now have a platform they can use for ongoing growth and expansion. Work is currently underway to integrate Dynamics CRM with the Sabre Agency Manager system to share traveler profile information.