Our customers notice today that we really understand them. Advice has become personal again – automated, but close.
André Plöger
CMO, DERTOUR Suisse
DERTOUR Suisse (Kuoni) has been accompanying customers for over a century. With 80+ stores and a growing online business, a new reality emerged: enquiries came in through many channels — phone, email, website, walk-in.
A central system that reduces complexity and connects the customer experience across the whole journey was missing. Each store worked with its own processes. The transition from lead to customer was fragmented.
stores with their own processes. No uniform lead management across locations.
central scoring. Without qualification, it was unclear which leads had priority.
In the Human Growth Cycle™ we identified two critical phases where leads were lost.
Leads were not systematically captured and qualified. Not everyone who showed interest got a timely response.
The period between enquiry and advisory appointment was undesigned. Trust arose only in the in-person conversation — not before.
No relaunch. No software switch. A thoughtful system that fits into the existing advisory routine — and makes it measurably better.
Covering the entire travel relationship — from first contact well past return. One system connecting every location and channel.
Every web lead is automatically routed to the matching store. No manual triage, no lead lost.
Booking confirmations, offer accompaniment, on-trip info — personal, but automated.
Transparency on leads, conversion and performance — per store.
Consistent advice in every store — whether junior or senior.
Automation supports advice — it doesn't replace it. The human relationship stays at the centre.
Principle 06Within 12 months, DERTOUR Suisse has a coherent lead process across 80+ stores. The numbers speak for themselves.
From 19 % to over 32 %. Enquiries turn into bookings — systematically, not accidentally.
Growth of the active customer base in just 12 months.
Fully automated processing. No lead is lost anymore.
Stores on one system. 600+ employees working in a unified way.
Scope: CRM, Marketing Automation, Lead Management, Dashboards
Notable: 80+ stores, 600+ employees
80 stores with 80 processes don't work. One central system with room for local adaptation works better.
The best results come when automation handles standard processes and gives the team time for personal advice.
Before a system rolls out to 80 stores, it has to work in 3. Fast pilots, then scale.
In 20 minutes we'll show you where your biggest lever lies.
