Intrepid chief customer officer Leigh Barnes at Salesforce Live Melbourne 16 November 2022 Salesforce Intrepid Travel consolidated its databases and customer service operations into Salesforce to make its travel advice and marketing to customers more streamlined, automated and targeted. Intrepid chief customer officer Leigh Barnes told iTnews that by centralising 10 disparate databases across 30 countries into a mix of Salesforce’ service, marketing and experience clouds, the tour operator had been able to create a single view of the customer, which they could use to personalise service. This, he said, had contributed to a high net promoter score (NPS) rating by customers. Barnes said that travel planning was complicated, but that Intrepid aimed to simplify the process with personalised prompts, on topics such as visas, currency or what to pack. “Through the marketing cloud we can email customers, more responsive, more personalised information," he said. “We can give you a welcome email [once you’ve booked a trip]. We can follow up and give you details around what you need to pack or what to expect.” Barnes said Intrepid was using integrated customer data to send automated, targeted emails for both travel advice and marketing. Previously, it did not have […]
K&X Design and Investment Technology, LLC
Invest The Invisible Impact
K&X Design and Investment Technology, LLC
Invest The Invisible Impact
