The solution
Ocean Holidays adopted a two-phase approach:
Phase 1 - A reliable hosted telephony system.
This replaced their unreliable setup and provided the stability needed to support a high-volume, phone-centric business model.
Phase 2 - A bespoke CRM-mirrored system using a blend of technologies.
This mirrored their unique internal CRM workflows while maintaining the complexity required across their four business units.
The outcome
The customised solution introduced:
- Live wallboards
- Analytics & reporting
- Click-to-dial functionality
- Always-on call recording
- Tailored agent experiences
The impact
A system built for pressure: The new telephony platform allowed Ocean Holidays to manage unprecedented demand, resulting in their best January sales ever.
Higher conversion and retention rates: A more reliable, insight-driven system created a smoother customer experience and stronger outcomes.
The power of customisation: A mixed blend of technology empowered Ocean Holidays to maintain what made their CRM so effective, while enhancing it with scalable, modern features.
This hybrid approach gave the travel provider confidence and performance during one of the industry’s most challenging periods.
