A customer engagement solution with innovative mobile messaging

By implementing an innovative, award winning mobile technology, Ecruising increased new business volume, improved customer retention and repeat business, and reduced administration and customer service time.

Business need

The client identified an opportunity for business growth if it had a quick and easy way to inform previous customers of last minute or time-sensitive travel deals. Marketing and sales also wanted an innovative way to keep the company front of mind for previous customers with up to date payment and news information.

Key challenges

  • Mobilising information
  • Reaching customers via their mobile phones/devices
  • Responding to inbound enquiries in the most cost effective way
  • Linking a new technology to an existing booking system and database

Solution

Multibase implemented a Blink Mobile solution to streamline and improve its customer service platform. The Blink platform allowed the company to make its most needed or requested information available anywhere, anytime in the correct format for its customers’ particular mobile devices. It also achieved a simple interface to structure and embellish that information specifically for a mobile customer, including special mobile-only offers.

Multibase integrated the solution to work seamlessly with the existing industry-standard database and booking system.

Mobilisation of the company’s existing web site was achieved with the Blink platform in days rather than weeks and at a fraction of the cost of building a separate mobi site.

Results

Ecruising was able to send outbound SMS from its booking system to all previous and existing clients with details of last minute offers, news, due final payments and welcome home messages.

The solution also enabled customers to make inbound enquiries via SMS, which were filtered directly through the Blink platform to a sales consultant’s email inbox.

Customer information

Ecruising pioneered the way Australian consumers purchase a cruise holiday by opening up the distribution channels and allowing both agents and consumers alike to book a cruise holiday at their convenience, 24 hours a day, giving them access to competitive packages. Ecruising has been able to do this through its wholesale division agreements with over 33 cruise lines, 21 airlines and 129 hotels around the world.