The luxury travel provider in the case study has been serving customers in the luxury segment from Europe, the USA and South America for 15 years. Over the years, customer channels have grown organically. Several different departments perform maintenance on demand.
Over 10 different customer/lead lists exist and are processed manually. A multichannel strategy, prioritization of leads and a personal approach is not possible. Many compromises also have to be accepted in the user experience.
In addition, expensive tools were used, applying pressure on the marketing budget. Due to the fragmented tool landscape, however, no clear statements can be made about the added value in performance.