CEO and Founder
Family Twist arranges memorable, hassle-free à la carte activities and exclusive holidays for families seeking to introduce their children to fantastic destinations in Europe. Our bespoke family breaks include hand-picked accommodation, fun and safe transportation, and many entertaining and educational activities that children of all ages will love.
At Family Twist, we faced a number of challenges which we needed to solve in order to grow our travel business. Indeed, we have difficulty to build a long-term relationship with our customers and turn them into loyal customers. This main point was a real issue for us, as our customers were happy after their trip but didn’t get enough attention from us in the after-sales process, we couldn’t engage with them properly.
Also, our automation process was quit limited. Our commercial proposal production had to change as well, we needed a CRM system in order to reduce our time wasting, as well as mistakes… We want to focus more on the client relationship. The accounting part of our travel business is also a waste of time and our team spent a lot of their time to manage it instead of having a system to automate everything, including the invoicing.
Then our wish was to limit the different types of support and group in a one-stop shop solution.
After discussing with Sugati team, as well as spent time with them explaining our challenges and exciting issues, we have decided to create some of the different options in the CRM system, as a bespoke solution we found a real customisable solution. Sugati is based on top of the Salesforce system which is a real benefit for us, we can combine generic CRM functions with Salesforce and travel features with Sugati. The itinerary builder is the most important part of our project and we have opted for a big customisation at this level.
Sugati has been a really good choice for us. Our data in the system is now up to date and all clean. We can target them on time with targeted campaigns. That allows us to build a relationship with our clients as well as our suppliers. The pieces of automation we have implemented in our workflow help us a lot. We are now able to create high-end bespoke proposals in a branded format, and this without wasting our time!
The invoicing process is now automated and the follow up on the clients as well as the supplier’s payment is so easy and fast now. Our vision on our payment balance is clearer and we know what we have already and which suppliers or clients still need to pay.
The results are clear, no more mistakes, a better and faster response time or client forgotten!
Lightfoot Travel is a luxury tour operator with offices in Singapore, Hong Kong, Dubai and London, specialising in tailor-made holidays to all seven continents around the world. We take pride in the originality of our trips, and a holiday with Lightfoot is guaranteed to be inspired, inventive, and perfectly tailored to suit your needs.
Simon Cameron, Managing Director & Founder
Nico Heath, Director
At Lightfoot Travel, we were facing daily challenges with our tour booking system. It was very slow to operate and was not cloud-based, meaning that if the system crashed, everything went down. We were looking for a cloud-based, versatile system to meet our various business needs.
As the company is based in different offices across the world, we needed the platform to be in all offices, with the same interface, multiple access and authorisation.
We also needed a system which was able to automate everything – something we couldn’t do with our current system. We had to manually create and manage enquiries, producing multiple layers of inefficiency. There was uncertainty over quoting, tracking processes and margins, meaning we weren’t sure if we were hitting our targets.
Finally, we wanted to integrate payment gateways, which we couldn’t do with our current system.
After the Discovery Process, the team at Sugati was able to fully understand Lightfoot Travel needs. Sugati came up with a bespoke solution for the business.
Thanks to Sugati Travel CRM, Lightfoot Travel saw the following improvements:
We are now able to create as well as manage both supplier bookings and client payments. We have automated and customised processes for each of our offices, including payments and client communication. Therefore we are currently enjoying increased data efficiency as well as a much better conversion rate.
Growth in bookings down in part to the system.
Increase in marketing email open rates.
Increase in average sale due to ability to upsell.