Customer Overview

The CruiseWeb is a prominent online travel agency offering a wide range of cruise options from various cruise lines worldwide. The company provides personalized service to help travelers find the perfect cruise experience based on their preferences and budget.

Committed to customer satisfaction, the CruiseWeb aims to make the cruise booking process seamless and enjoyable.

Established in 1994, the firm is based in Virginia, USA and utilizes Salesforce as its primary CRM.

Problem Statement

The CruiseWeb has a team of experienced travel consultants who provide expert guidance and assistance to customers in planning and booking their dream cruise vacations. Engaging in brief conversations and quick chats with their prospects proves challenging. Although they use Salesforce and an SMS package for communication, they face challenges in promptly receiving responses, as most of their international customers prefer WhatsApp. They’ve a specific business use-case to configure different WhatsApp numbers to different Travel Consultant Teams.