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The Cruise Line improves enquiry conversion rates by 20% using Dolphin

Luxury cruise specialist The Cruise Line has implemented Dolphin’s workflow management tools to improve booking conversion.

The new Dolphin sales and enquiry dashboard provides sales agents and managers with a live view of open enquiries; detailing the stage of the enquiry, which cruise it is for and other key information. With the option of sorting the dashboard view to drill-down into a particular cruise line, departure date, or even the marketing source. The dashboard also helps agents to find suitable cruises for clients with floating deposits.

The automated processes ensure enquiries are managed more efficiently and in a timely manner which has resulted in a 20% uplift in enquiry to booking conversion rates.

The workflow management module enables Dolphin customers to build workflow rules to suit their business needs, as well as providing a number of pre-configured rules, for example, to prompt outstanding bookings on request, overdue customer or supplier payments or alerts against bookings that don't achieve a required margin.

Melanie Gambrill, Financial Director at The Cruise Line commented, ‘By configuring Dolphin to show a dashboard style view of our open sales enquiries we have improved our conversion rates and our ability to manage and track enquiries from start to closure. The information we can access in real-time

helps us focus on targets and profitable bookings without having to run reports – it’s instantly viewable and available to all staff.

Andy Mills, Head Of Sales and Marketing added, “The Cruise Line’s application of our Dynamic workflow functionality is a great example of a customer leveraging our flexible technology to introduce tailored business processes that help to drive efficiency and profitability. Improving conversion rates is a key business challenge for travel companies and The Cruise Line’s success in this area is a direct contributor to sales growth.”

About The Cruise Line: The Cruise Line is a specialist luxury cruise agent founded in 1993. Started by its current owner, Robin Maclear, the company has grown to become a very established and much respected choice for cruise holidays, selling direct to the public as well as to other travel agents. Having developed strong partnerships with many top cruise lines including Regent, Oceania, Silversea, Cunard, Seabourn, Crystal, SeaDream and Windstar Cruises, the company offers a wide product range and prides itself on delivering a very high level of service to direct client and other agents alike.