Travel agency successfully and quickly internalized the generation of digital demand, integrated with omnichannel service in the contact center.
conversion rate increase
More sales closing in contact center
more non-face-to-face sales
Mexico, the United States and Panama
Viajes El Corte Inglés decided to establish an internal Customer Service, Marketing and Sales department to improve its marketing management, optimize acquisition costs and provide a better experience to its customers through multiple contact channels.
Previously, this service was outsourced, which prevented him from developing his marketing and sales strategy in an agile and independent way, with the promptness and real-time control that the digital market demands. The company needed a technological partner that would allow it to centralize and internalize its marketing, sales and customer service processes.
As a first step, the sales team of Viajes El Corte Inglés incorporated Inconcert's Inconnect platform to achieve a true omnichannel management of contacts for sales and customer service.
Then work was done on the adoption of Infunnel. Our team of engineers developed a detailed and solid “onboarding”, to teach them how to use the new technology and accompany them to internalize all marketing processes, taking full advantage of the tool's functionalities. This involved a detailed understanding of the business structure and the marketing strategy of Viajes El Corte Inglés, respecting and strengthening it.
To implement the campaigns, work was carried out to organize the areas of Viajes El Corte Inglés in the suite. In this way, it was possible to correctly attribute the origin of each lead and do personalized, end-to-end monitoring, even in the most complex campaigns with a high volume of leads.
The Viajes El Corte Inglés design team started using the Infunnel design module. This is how they succeeded internalize the development of landing pages, speed up its publication and make the necessary adjustments in real time.
In addition, work was done on the integration between digital marketing campaigns and the omnichannel contact center. Automation processes were implemented both for the distribution of digital leads to the contact center and for the nourishment of prospects in longer cycles or in unclosed sales. Using the CRM built into the platform, sales opportunities for some promotions were managed more efficiently.
Inconcert's technology and the joint work with its team for the implementation allowed us to successfully carry out our marketing internalization project, and control the entire sales cycle from content design to customer support. - Mario Hernández Montero, IT Director of El Corte Inglés Travel
