Amsterdam-based company SurfaWhile (branded in the UK as Errant Surf) offer package surfing holidays in Europe and beyond, putting a special emphasis on building a memorable experience for its customers.
The team at SurfaWhile had relied on spreadsheets to manage their sales, but were looking to replace it with a comprehensive package that could offer them more in terms of improved workflows and time-saving features.
Customer communication is enormously important in the travel industry, so SurfaWhile were looking to further expand and automate the ways they could reach out to customers, or be contacted by leads, without these new methods taking up their reps’ time.
Olmo quickly realized that one of the major advantages of using Pipedrive was that it enabled them to bring all their systems into one place, so the team could coordinate their efforts in conjunction with the new tools Pipedrive provided them.
LeadBooster removed all webform downtime, which had been an issue for SurfaWhile, and the Chatbot and Live Chat functions meant that customers could find quick answers to their questions, or be added into the sales funnel even if staff weren’t on hand. SurfaWhile also communicates with customers via WhatsApp using the Pipechat integration.
Olmo and his colleagues have also found the Deal Management view very helpful as it suits the needs of the travel industry: “The customer journey of someone booking a holiday can be reflected in different stages.”
The easy-to-set-up reminders are also important: “Automizing welcome information and an email wishing them all the best during their trip saves us a lot of time. People tend to ask us fewer questions as they have trust that they have received all the information required.”
Pipedrive’s customer support team has helped SurfaWhile get to grips with all these features and tools, while they’ve also sourced tips from the Pipedrive Community.
SurfaWhile saw a huge leap in lead generation performance once they began to use Pipedrive’s features: “Before we were using Pipedrive, we were getting an average of 10 new leads per week. Through Pipedrive we have been able to add several other forms too where we’ve grown to 26-27 leads per week across the year.”
Despite almost tripling their lead generation, SurfaWhile’s marketing costs dropped by 80-85% due to the number of ways Pipedrive has allowed leads to connect with them.
On top of this, SurfaWhile has managed to nearly half their sales investment time with each customer, despite now offering an even better sales service.