Centralised customer data for a tour operator
Any Wish Tour held fifteen years of traveller history across separate tools and messaging apps. Stamina consolidated it into one CRM and automated the follow-ups its tour managers had been tracking by hand.
A single record for every traveller
Any Wish Tour sells package holidays from Yerevan to European and Gulf destinations. After fifteen years the company had something most operators would envy, a large base of travellers who book again, and no reliable way to see what any of them had booked before.
- A tour manager can open a traveller's record and see every trip, quote and conversation the company has had with them.
- Follow-ups happen on schedule during the booking season, when a manager is handling too many departures to hold them all in mind.
- Returning customers hear about new packages that relate to where they have already been.
- Calls and messages reach the record of the person who sent them, so the next colleague to speak with that traveller is not starting cold.
- Management can see which destinations sell, which repeat, and which enquiries never convert.
About Any Wish Tour
Any Wish Tour is a Yerevan-based tour operator with fifteen years in the market, selling outbound package holidays to European destinations and further afield.
The company works from Tpagrichneri Street in the Kentron district, assembling flights, hotels and transfers into packages it sells directly to Armenian travellers. It sells in the open, through social media and word of mouth, where its public reviews run at 94% recommended.
Package travel is a business of returning customers. A family that books one summer is worth far more over a decade than any single sale, and the operator who remembers where they went last year, what they paid and who travelled with them has an advantage no advertising budget can buy.
Customer information spread across tools
The company's biggest asset was its traveller base. The information describing that base was scattered, and three consequences followed.
No single customer list
Details lived in different files and different tools depending on who had taken the booking and when. Nobody could answer a question about the whole customer base without first collecting the pieces.
Travel history held in people's heads
The same pass had to work as a training budget line for an HR manager and as a personal investment for an individual professional. Same product, same price, different reason to say yes.
Follow-up competing with departures
During peak season, managers are running active trips. Checking who was due a call lost every time to a customer standing at an airport, which is the right priority and the wrong system.
CRM consolidation and automated follow-up
The work began with the information itself. Automation applied to scattered data produces faster confusion, so consolidation came before anything was set to run on its own.
Reviewed how customer information moved
We traced customer management and communication workflows to find where information fragmented, which tools held which fragments, and which of those fragments mattered commercially. Not everything recorded about a traveller is worth migrating, and deciding what to leave behind is part of the job.
Consolidated everything into one CRM
A centralised CRM was implemented to hold customer data and day-to-day operations in one place, structured around how a package holiday is actually sold: enquiry, quotation, deposit, departure and return. Each traveller became one record carrying their full history with the company.
Automated the reminders managers were carrying
Reminder workflows now prompt tour managers when a customer is due contact, so the timing of a follow-up no longer depends on how busy that week happens to be. The system takes on the remembering, and the manager keeps the conversation.
Built campaigns on the history already held
Targeted email workflows promote new travel packages to existing customers, selected on what those customers have booked before. Because past trips are now recorded against each traveller, a campaign for a Mediterranean package reaches the people whose previous bookings suggest interest, not the entire list.
Connected the phone line and messaging apps
The telephony system, Facebook Messenger and WhatsApp were integrated so conversations and call recordings attach to the traveller they concern. For a business where most negotiation happens by voice or chat, that is what turns the CRM from a list of names into a record of the relationship.
Do you know what your repeat customers bought last time?
If that answer lives with individual salespeople, the business is renting its own history. We consolidate it, then use it to decide who hears from you next.
