Enabling growth & transforming customer service at Travel Counsellors

Travel Counsellors Ltd is an independent travel company operating in seven countries around the world, with headquarters in Manchester. The organisation wanted to move from on-premises Microsoft Dynamics to a cloud-based solution. It hoped the move would help it to re-engineer its business processes to better serve the business growth and service customers in the B2B and B2C markets.

Travel Counsellors considered proposals from Salesforce and Sugar CRM, before selecting ANS to implement cloud-based Microsoft Dynamics 365. It was one of the first ANS customers to go through the new Microsoft Fast Track On-Prem Upgrade Program.

The business can now make decisions based on factual data. We can now make faster decisions and understand the impact and ROI. We couldn’t have done that without moving to the cloud. The upgrade has been a growth enabler. Nick Latocha, Head of Data and Insight at Travel Counsellors
  • Maximise time spent talking with prospective travel counsellors
  • Increase lead handling and responsiveness
  • Improve forecasting accuracy

One of the immediate benefits of the move to the cloud has been the access to the mobile technology. Enabling the Outlook CRM App saves Travel Counsellors from copying and pasting every interaction they have. Information is now shared and available instantly on any device and data can be analysed far more quickly. Waseem Haq, Digital Strategy and Innovation Director, says: “We have seen immediate benefit from using the D365 mobile app, which was not available in the on-premises version. We are able to get insights quicker now and pivot and make business changes.”

The IT department at Travel Counsellors has also seen benefits from moving to cloud-based Microsoft Dynamics. Rob Snelson, the CTO, explains that “it has freed up resources from improving and supporting the on-premises version and allowed my team re-focus on other projects.”

ANS has worked with Travel Counsellors to create a 2019 Roadmap to Dynamics 365, which will focus on areas including: LinkedIn Sales Navigator; Event Management; Machine Learning and AI to help identify warm leads/opportunities; and Voice of the Customer for insights through the recruitment process. The organisation is also producing data insights from CRM and has created a scorecard to start tracking where it is winning and losing. This is visible in Microsoft Dynamics 365 via a PowerBI report.

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