Case Study – Let’s Fly Cheaper

The Company

Let’s Fly Cheaper is a leading US based professional network that specializes in low-fare business travel to domestic and international destinations. Offering custom first class trips and flexible itineraries, Let’s Fly Cheaper employs a team of business travel specialists that are available to clients around the clock. Total customer satisfaction through superior service is what the company strives for, and the A+ rating from the Better Business Bureau acknowledges that objective is consistently being met.

Challenge

Operating in such a saturated and competitive industry, Let’s Fly Cheaper must perpetually improve upon their business workflow in order to ensure client satisfaction. The company has identified the need to upgrade their customer relationship management systems as a key factor in ensuring a healthy growth trajectory and maintaining their position as a leading network of professional travel consultants.

Requirements

• Develop system tools for analyzing customer orders
• Automate information flows
• Improve and automate processes for managing opportunities and leads
• Improve workflow and business process
• Automate client facing email communications 

Benefits

Having assessed the various options available, the company decided to implement the Zoho CRM system. Low cost, flexibility and ease of use were the factors that influenced this decision, and The CRM Expert was responsible for implementing the system and ensuring a tailor made fit that would help streamline processes and improve the overall workflow.

The implementation of CRM system for Let’s Fly Cheaper resulted in a number of improvements that have enabled the company for future growth and optimized the business workflow:

• Improved management tools – visibility of sales, order management, and service delivery - resulting in a more efficient service delivery cycle and lower waiting times for clients
• Optimized user interface as well as customization of fields and menus – allowing for a more efficient data entry process
• Simplified management reporting – resulting in improved operational decision making
• Streamlined email communication, thus decreasing the amount of time spent by employees on administrative duties
• Enabled tracking of customer contact history and feedback, resulting in a an increase in customer satisfaction and a higher number of repeat clients
• Let’s Fly Cheaper has experienced a decrease in customer turnover and an increase in operating margins as a result of implementing Zoho CRM