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Illustrative case study — demonstration only
Smart Travel · Travel
From scattered enquiries to one travel sales pipeline
This is an illustrative scenario for demonstration. It does not describe work delivered for Smart Travel and makes no claims about the organisation.
- 01
Before
A growing travel company selling packages through WhatsApp, Instagram, phone and walk-ins.
Enquiries sat in personal phones. Quotes were built by hand. Nobody could say how many leads became bookings.
- 02
Diagnosis
Market and Customer were run from memory: no single intake, no pipeline stages, no response standard.
- Market × Process. Leads arrive from multiple channels with no consistent qualification or follow-up process.
- Market × Tool. Enquiries live in personal phones and inboxes.
- Customer × Process. Follow-up depends on someone remembering.
- Customer × Rules. There is no agreed standard for response times or service.
- Intelligence × Dashboard & Rhythm. Meetings discuss opinions, not numbers.
- 03
Intervention
One intake flow for every channel, a five-stage booking pipeline, and a response-time rule. - 04
Deliverables
- Diagnostic Report and Grid Scorecard
- Current- and future-state sales process maps
- Response-time and qualification rules
- CRM configuration and WhatsApp intake
- Weekly sales dashboard
- 05
Technology
- CRM
- WhatsApp Business
- Quote templates
- Weekly sales dashboard
Channel enquiries flow into the CRM automatically; confirmed bookings create invoices in accounting.
- 06
Adoption
Every enquiry lands in one pipeline with an owner and a next action. The founder reviews one weekly sales view instead of scrolling chats. - 07
Measurement
Illustrative. These are the measures that would be tracked; figures are published only once verified and approved by the client.
- Illustrative: Lead response time
- Baseline set at Diagnostic to Tracked monthly after go-live
- Illustrative: Enquiries with a recorded source
- Baseline set at Diagnostic to Tracked monthly after go-live
- 08
Evidence
This is an illustrative scenario. Evidence (client sign-off, before-and-after Grid Scorecard and system reports) will be published here once a verified engagement is approved by the client.