Digital fitness check and coordination of the digital transformation of a medium-sized tour operator

The company

A medium-sized tour operator with bus operations and about 60 employees. Located in southern Germany, the company looks back on 70 years of business.

At one glance:

  • Three-day digital fitness check: analysis of processes in the areas of service, product, sales, marketing, IT, e-commerce and operations
  • Process automation, introduction of self-service applications, expansion of product information system, optimization of tour operator and reporting systems
  • Consulting, workshop moderation and project management by neusta enterprise services

The task

The client asked neusta enterprise services to assess the digital and technology architecture, which had come under pressure as a result of the Corona crisis. The focus was on an evaluation of all processes from the service, product management, sales and marketing sectors, as well as operations in bus and travel operations. 

As a result of the three-day digital fitness check, the customer expected concrete solution impulses - especially for the numerous, labor-intensive processes in the service center, in the operational travel business, in customer service and in the sales partnerships.

The implementation

In the course of several workshop rounds, the processes from service, product, sales, marketing, IT, e-commerce and operations were discussed with the responsible employees and managers on the first two days. In the subsequent analysis phase, the experienced neusta consultant observed the daily work processes. On the basis of a process analysis, he explained the optimization and savings potentials that a digital transformation entails. In a final workshop, new process variants based on software and system interfaces were developed and approved for implementation together with the customer.

In the subsequent implementation phase, neusta enterprise services can draw on the wide-ranging specialist know-how of the team-neusta group of companies and other alliance partners. 

The necessary digitalisation measures are controlled by neusta enterprise services in the role of project management.

The result

Several sub-projects resulted from the preceding analysis. As part of the service processes, the neusta products Digital Travel Companion and Digital Travel Portfolio are being introduced. Thanks to the consistent customer orientation of these applications, the number of service requests can be reduced. At the same time, the level of self-service will be increased: customers will be able to manage their bookings independently, add and cancel services, enter payment and travel information, and
information about destinations and benefit overall from more efficient information transfer.

The impetus for automation processes leads to innovations such as an automatic travel time change function as well as automated processes for e-mail processing, accounting and the processing of reports. Furthermore, several interfaces between the existing systems are created to sustainably increase process efficiency. The expansion of the product information system (PIM) into a central content system improves the efficiency of all employees and systems in managing the website, the digital travel companion, catalog production, and updating information.

With regard to the tour operator system, team neusta supports the optimization of processes and provides expert assistance for the expansion of the company's distribution partnerships. Sustainable further developments were initiated in the tour operator's in-house management reporting system. For the marketing automation system used, the team is developing approaches for better customer data transparency, automated campaigns and controlled product selection scenarios.

In the future, the new telephone system will access both Outlook and the tour operator system in order to independently recognize customers when they call or receive e-mails and assign them to the customer history. The digitalisation measures, the tour operator will improve service quality, process efficiency and collaboration within the company, and overall increase customer satisfaction.

Realised by

  •     neusta enterprise services
  •     team neusta Schweiz