Project overview

The travel industry is a digital first sector that gets increasingly competitive by the day. New Tripadvisor and Airbnb type online platforms are constantly emerging and with so many options out there for holiday makers, it’s never been more important to provide an online experience and booking system that’s a cut above the rest.

Travel Department is one of Europe’s most popular escorted holiday companies, with over 20 years’ experience. Despite being a leading name, they recognised the need to dramatically improve their digital services to exceed the expectations of existing customers and reach new markets too.

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The plan

Engage began working with Travel Department in 2013 when digital disruption was really beginning to shake the industry. Together we worked to create a stylish new website with greater online booking functionality for the end user.

The new website was integrated with Travel Department’s custom inventory, bookings and customer service system to allow customers to self-serve; freeing up the company’s call centre resources. Now, users can research, book and leave with their dream holiday – quickly and easily, from any device they like.

The technology

The new Travel Department website integrates Episerver CMS, Commerce and Community with Copernica automated marketing platform to deliver an outstanding, content rich and multi-channel travel booking experience.

Travel Department have the power to market their services effectively online; creating unique campaign landing pages, destination guides and online brochures to keep customers as informed as possible. Crucially, with Episerver they can also personalise the experience, which is now a key expectation of online holidaymakers and one of the most powerful ways to drive conversion.

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The results

Exceeding customer expectations paid off. The number of users going to the checkout increased by 300% and bookings increased by 50%. Inbound calls to Travel Department’s customer service team have decreased significantly, as the research and booking process is now totally digitized.

The future

Engage have continued to support Travel Department since 2013 to enhance their services and develop new ones. One of the great benefits of Episerver is the ease with which you can create secondary websites for specific markets. In 2017, Travel Department released TD Active; a bespoke adventure holiday site, catering to an entirely new demographic. For us, it’s exciting to see the transformational impact that a flexible and marketing enabled technology platform can have on an established organisation and we’re excited to see how far digital innovation can take them from here.

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