A luxury cruise line renowned as a leader in expedition travel, has always been committed to providing unforgettable experiences.

Focused on exploration, education, and conservation, the luxury cruise line adopted d-flo’s TravelComms to elevate guest experience with precision personalisation.

Challenges

Undergoing a digital transformation, the luxury expedition cruise line needed a communications solution that seamlessly integrated with their new technology stack—CRS, CRM, and website—to deliver a premium experience aligned with their brand and adaptable to future changes.

Solution

Integrated with Versonix’s Seaware reservation system, TravelComms was configured to work seamlessly with its transactional triggers for both auto-generated and manually-initiated documents, covering every stage of the booking and billing cycle. Additionally, the luxury expedition cruise line leveraged TravelComms’ powerful broadcasting features to streamline the delivery of essential pre-voyage operational communications to specific target groups.

Using TravelComms’ data-driven approach, every communication and document is dynamically branded, formatted, and uniquely personalised to match the specific needs of the luxury expedition cruise line’s global markets and channels, including direct (B2C), agency (B2B), and affiliates. Links for all communications sent to guests are automatically synced back to Seaware, ensuring a seamless view within the relevant booking. Similarly, TravelComms also links all communications—and uploads all associated delivery and engagement events—to the customer record in Salesforce, providing a comprehensive 360-degree customer view.

Several automated countdown communications have been set up to better prepare guests before departure and encourage repeat and referral bookings after they return home.

Implementing a new reservation system, we are keen to maintain consistency with our guest-facing experience. Documents being one of the key touch points, it is important that we ensure they remain personalised and delivered using the proven print and electronic formats we have already adopted.

When looking for a communications solution, it had to tick all the 'as is' requirements, and future proof our business with new opportunities for further document enrichment and innovative communication methods.

We were very impressed with the flexibility that d-flo's TravelComms solution provides and the company's strong understanding of the cruise sector. Providing our guests with documentation that is relevant and unique to them is a critical part of demonstrating the intimate experience we provide.

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