Sunvil
Sunvil, a highly respected UK Tour Operator, renowned for its specialist holidays to Greece and Cyprus – along with tailor made adventures to Latin America – and avid user of d-flo’s TravelComms platform turned again to d-flo and its newly launched TravelComms Travel App to extend its customer experience and put customer’s holiday plans in their hands.
With seamless integration to Sunvil’s Tigerbay reservation system, TravelComms’ data-driven customer communication journey has been providing a personalised experience unique to each customer and relevant to their booking. Standard Tigerbay-generated documents and communications have been enhanced with hyper-personalisation, rich content, and premium branding. The out-the-box offering has been transformed to deliver customer communications that differentiate and reflect Sunvil’s brand.
Powering a Mobile-First Customer Experience
Extending TravelComms’ ethos of complete customisation, d-flo’s new TravelComms Travel App provided Sunvil with a more compelling alternative to the standard off-the- shelf or customer-built options. Built on a proven framework and for the cost of a white-label app, d-flo’s TravelComms Travel App provided Sunvil with a uniquely branded mobile app, unified with their customer comms journey and in rapid time.
TravelComms’ integration with Tigerbay and its powerful content aggregation and management features has enabled Sunvil to automate the loading of all essential travel information into the app – including customer details, itineraries, and more.
Targeted messaging dynamically added to the TravelComms-generated customer communications to promote the new Sunvil app and mobile-first customer comms journey has been pivotal in driving downloads and accelerating the app’s adoption.
Preparing customers for holidays with personalisation
Triggered by transactional events in Tigerbay and schedulers in TravelComms, itineraries, travel details, updates, guides, vouchers and tickets are automatically uploaded to each customer’s app at key points in their journey. Automated push notifications proactively alert each customer of newly uploaded content, which is simultaneously stored in the app’s Notification Hub.
Additional push notifications prompt customers to upload Advanced Passenger Information (API) for themselves and their travellers, which TravelComms uploads directly into the Tigerbay system, further streamlining operational processes.
The new Holiday Extras module – integrated with Holiday Extras – allows customers to securely book a range of airport services directly through the app. With just a few taps, customers can arrange airport parking, hotels, lounges, and more, ensuring a stress- free and convenient start to their journey.
Keeping customers informed at every step of the journey
The Flight Hub feature of the app ensures customers are always informed about their flight status. Real-time in-app updates and push notifications provide customers with critical information on any delays, gate assignments, gate changes, and baggage carousel details upon arrival within the 72-hour operating window of the flight.
The app’s Messenger feature, integrated with Sunvil’s chat tool, gives customers a direct line of communication throughout their travel experience. Before departure, customers can connect with Sunvil’s concierge to request information, make special arrangements, or address any queries, ensuring they are fully prepared for their trip.
Upon arrival at their destination, customers can communicate instantly with their dedicated local representative for local recommendations, activity assistance, and anything else that can enhance their overall experience.
Engaging customers to lay the groundwork for retention
Through a single app, Sunvil’s customers have immediate access to all their bookings – past, present, and future – in one place, at their fingertips.
Now integral to Sunvil’s customer communications journey, its mobile app has been centrally positioned to engage and support customers at every stage of their journey – after booking, before departure, on trip, and after return. And harnessing the benefits of a custom app on a stable platform goes beyond going beyond just a logo on the home screen of a white label app, Sunvil’s new app now provides a differentiated customer experience deepening customer engagement and creating customer loyalty, and increasing retention.
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