Cruise Holidays to automatically engage clients with new technology

Cruise Holidays to automatically engage clients with new technology
By admin


A new customer service tool from Cruise Holidays will enable its affiliated members to automatically communicate with their clients from point of booking through to after their return.

The “Customer Service” system automatically generates three email notifications, triggered by booking information entered in Cruise Holiday’s CruiseWeb mid office system.

The new solution ensures engagement between the retailer and the client throughout the process, according to managing director Les Farrar.

"As far as I know there is no other Australian retailer employing this type of automated customer communication strategy,” he said.

“Up until now only major companies such as Carnival Corporation have had the capacity to do this in an automated fashion, and they've been doing so for some time.

“Through this experience we know it's a well-received initiative and it's therefore vital we join the conversation and don't allow suppliers to be the only party communicating with our clients during this time.”

The first Thank you email goes out after a deposit is paid and provides a booking summary and instruction to complete the cruise line’s requirements along with additional suggestions such as travel insurance.

Then seven days before the cruise sets sail, it sends a Bon Voyage message with valuable information on documents, what to pack and how to communicate with home while at sea.

The final Welcome Home email includes an online survey to gain feedback and information about their future travel plans which is used for future marketing services.

The product, which has been developed in the US, will be rolled out to Cruise Holidays’ growing network of branded stores, affiliate and home-based agents within the coming weeks.  

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