A shared journey
A rapidly expanding adventure holiday company, Swoop are now the trusted authority for their unique destinations: Patagonia, Antarctica and the Arctic.
When they approached us in 2014, the company wanted to improve their customer base, increase profitability and develop an effective sales platform to drive their business – while maintaining the personable, expert service that they are known for.
A tailor-made business platform
We continue to release new features across the Swoop platform, and are responsible for the ongoing improvement of website performance, content delivery and the customer experience. In addition, we have created dynamic marketing and communication channels, while developing useful sales, booking and payment tools.
Our partnership with Swoop has been extremely rewarding and has challenged Ember to produce some stunning innovations across the business. We’re certainly proud of the breadth of projects the relationship has delivered and we love to see our client’s success.
Intuitive and adaptive CRM
Using Agile software development methods, we produced an enterprise level business application, extensible with company growth. The custom built CRM effectively facilitates all stages of the booking workflow, from enquiry to post-sale, providing reporting and insight used to inform strategic business direction.
The conversation starts immediately after enquiry. Using referral and interaction insight, members of the sales team impart expert knowledge to inspire and develop leads via the purpose-built messaging system and automated communication channels.
Each enquiry progresses through the CRM sales workflow. Booking Status, tagging and priority ratings, inform operations and trigger automated actions.
The bookings system manages line item, partner, currency and financial data. Creating online payment links and balance invoicing.
NPS and customer satisfaction
Swoop's success is built on their reputation so NPS is a vital metric. A purpose built system of tailored questionnaires allow Swoop to gain valuable insight into their customers' experiences and help convert travelers into influencers.
- Increase in enquiries
- of enquiries through website
- Increase in pageviews