customer story

How Enchanting Travels Uses Pipeline CRM to Engage 60,000+ Customers

Pipeline CRM centralizes Enchanting Travels’ global business operations, empowering the teams to collaborate seamlessly and deliver exceptional customer experiences. They’ve gone from an old-school spreadsheet-based sales approach to a centralized one with our CRM software.

Enchanting Travels transitioned from spreadsheets to Pipeline CRM, centralizing their sales, marketing, and operations to efficiently manage 60,000+ customers.
Pipeline CRM enabled seamless collaboration across teams, enhancing customer experiences by providing detailed insights and automating workflows.
With flexible pricing and strong customer support, Pipeline CRM helped Enchanting Travels scale from a startup to a large company while maintaining high operational efficiency.

Enchanting Travels

Travel Industry

Global

Enchanting Travels: Delivering Authentic, Personalized Adventures

For over two decades, Enchanting Travels have been at the forefront of the travel industry, crafting bespoke experiences for travelers across the globe. With an ever-expanding portfolio of over 70 destinations, spanning from the vibrant cultures of Asia to the diverse terrains of Latin America and more, Enchanting Travels sets the benchmark for authentic and tailor-made travel.

However, delivering exceptional travel experiences while relying on spreadsheets to manage their sales pipelines and coordinate with their partners (tour guides, accommodation providers, etc.) proved challenging. Recognizing the need for a robust and scalable solution to serve more than 60,000 guests, Enchanting Travels turned to Pipeline CRM.

To gain deeper insights into how Enchanting Travels leverages Pipeline CRM, we chatted with Devika Ray, Brand Technology Partner at Enchanting Travels. Ray discusses how Pipeline’s professional services CRM has transformed boththeir in-office and field global business operations and enhanced the customer experience.

Enchanting Travels Outgrew Their Spreadsheet System

Like many businesses, Enchanting Travels once relied on Excel sheets to manage their sales, marketing, and customer data. While this approach worked initially, as the company grew and the volume of travel requests increased, they needed a more organized and efficient system.

After carefully evaluating various CRM solutions, Enchanting Travels chose Pipeline CRM. Since then, Pipeline CRM has become a vital part of their operations, serving as a single source of truth multiple business functions and hosting more than 760,000 deals.

“Spreadsheets are great, but when you have a growing client database, you need to have more functionality and sophistication. That’s when we started looking at CRMs,” commented Ray.

Building a Unified Business Operation with a Centralized CRM

As a travel company, Enchanting Travels navigates a complex sales process. From capturing valuable marketing insights via their website to converting travel bookings into actionable tasks and coordinating teams worldwide, they saw the need for a robust and integrated system.

Pipeline CRM serves as the backbone of their business, providing a centralized platform that empowers sales, marketing, and operations teams to collaborate seamlessly. Here’s how each department at Enchanting Travels leverages Pipeline CRM to enhance efficiency and drive sustainable growth.

The Sales Team

Enchanting Travels’ sales team deals with a diverse range of lead types, and each requires a unique sales approach or customized service. Pipeline CRM empowers the team to:

Prioritize leads: by scoring lead quality, the team can easily prioritize leads and allocate resources to high-potential opportunities.
Customize sales processes: customizable data fields and sales pipelines allow the team to capture detailed information and tailor the sales approach to meet each lead’s specific needs.
Streamline operations: by connecting Pipeline CRM with an internal trip-planning tool via API, travel booking data can be processed seamlessly and in real-time. This automation saves time, minimizes errors, and keeps workflows efficient.

The ‘Trip Execution’ Team

Once a customer finalizes their booking, the sales team moves the lead to the ‘trip execution’ team. This team leverages Pipeline CRM to:

Access detailed customer information: get access to each customer’s preferences, itinerary, and any special requests.
Coordinate with on-ground teams: access to trip details enables effective collaboration with local teams, ensuring seamless execution of travel plans.
Track progress and resolve issues: monitor trip progress, identify potential challenges, and proactively address any issues to maintain a good customer experience.

The Marketing Team

Enchanting Travels’ website is the company’s primary lead source. By integrating Pipeline CRM with their website, the marketing team can:

Capture valuable lead insights: gather detailed information about website visitors, such as demographics, and track campaign performance.
Analyze customer behavior: create in-depth reports by integrating Pipeline CRM data with tools like Power BI to uncover trends and opportunities.
Optimize marketing strategies: use data-driven insights to enhance lead generation efforts, boost conversion rates, and improve overall marketing effectiveness.

Unbeatable CRM Pricing with Rich Customization Options

Enchanting Travels’ decade-long partnership with Pipeline CRM is a testament to the tool’s adaptability and scalability. In addition to Pipeline CRM’s advanced customization features and flexible APIs, they’ve noted that our customer support has been instrumental in meeting Enchanting Travels’ unique needs.

As Ray highlighted, “Over the years, we had some very customized needs that we wanted to implement. The [Pipeline CRM] team was very willing to work with us. There was a lot of responsiveness and willingness to help us.”

Moreover, Pipeline CRM’s affordable pricing plans empowered Enchanting Travels to continue using the tool from its early startup days to, now, a large-scale company with over 150 employees. Even on the basic Start plan, they’ve experienced significant improvements in sales data organization and team collaboration, highlighting our high value-to-price ratio.

This has earned Pipeline CRM glowing recommendations from Ray: “If you’re looking for a CRM that can do a lot of integrations, Pipeline CRM is a really great CRM system. We’ve been really happy with Pipeline CRM and the support we get from the team.”

If you’re looking for a CRM that can do a lot of integrations, Pipeline CRM is a really great CRM system. We’ve been really happy with Pipeline CRM and the support we get from the team.

Devika Ray – Brand Technology Partner of Enchanting Travels

Enchanting Travels has transformed their spreadsheet-based sales approach to a centralized one with Pipeline CRM, one of the best CRMs professional services. Try Pipeline CRM yourself and see the difference it can make to your business.