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Viajes El Corte Inglés

Viajes El Corte Inglés responds to 90% of hot leads in less than 60 seconds

This travel agency successfully integrated the omnichannel service into their day-to-day operations in 30 days.

  • icono sector Industry
    Tourism
  • icono Operaciones Operations
    Mexico, United States,
    Panama

Achievements

14%

Increase in
conversion rate

12%

Improvement in
topline revenue

30%

Increase in online
sales

90%

hot leads assisted
within 60 seconds

Let's hear from
the protagonists

icono protagonistas
icono protagonistas

Let's hear from
the protagonists

“inConcert's technology and the joint work with its implementation team allowed us to successfully implement our marketing project and control the entire sales cycle from content design all the way through to to customer support”.

Mario Hernández Montero,
Viajes El Corte Inglés IT director

Functions
  • Omnichannel Inbox
  • Landing Page Builder
  • Marketing Automation
Solutions

The challenge

Viajes El Corte Inglés decided to establish an internal Customer Service, Marketing, and Sales department to improve the management of its marketing, optimize acquisition costs and provide a better experience to its customers through multiple contact channels.

They needed a technology partner to internalize their
marketing, sales and customer service processes

Previously, this service was outsourced, which prevented it from developing its marketing and sales strategy in an agile and independent way, with the immediacy and real-time control demanded by the digital market. The company needed a technology partner that would help to centralize and internalize its marketing, sales and customer service processes.

Destacado

Solution

Omnichannel

As a first step, the Viajes El Corte Inglés sales team incorporated inConcert Omnichannel Contact Center platform to achieve a true omnichannel management of contacts for sales and customer service.

Marketing Platform

Then we worked on the adoption of inConcert Marketing. Our engineering team developed a detailed and solid "onboarding", not only to teach them how to use the new technology but also to internalize all marketing processes, taking full advantage of the functionalities of the tool. This involved a detailed understanding of the business structure and marketing strategy of Viajes El Corte Inglés, respecting and enhancing it.

To implement the campaigns, a work of organization of the Viajes El Corte Inglés areas in the suite was carried out. In this way, it was possible to correctly attribute the origin of each lead and make a personalized follow-up, from end to end, even in the most complex campaigns with a large volume of leads.

Omnichannel integration of Marketing and Sales
for personalized follow-up of each lead
Landing page builder

Viajes El Corte Inglés design team began using the inConcert Marketing design module. Thus, they managed to internalize the development of landing pages, , streamline their publication, and make the necessary adjustments in real time.

Marketing Platform

In addition, we worked on the integration between digital marketing campaigns and the omnichannel contact center. Automation processes were implemented both for the distribution of digital leads to the contact center and for the nurturing of prospects in longer cycles or in unclosed sales. Through the CRM built into the platform, the sales opportunities of some promotions were managed more efficiently.

Destacado

Results

Thanks to the teamwork between the inConcert and Viajes El Corte Inglés professionals, the company successfully managed to internalize the demand generation successfully and quickly and integrated with the omnichannel service in the contact center.

This helped improve response times improve response times.

Viajes El Corte Inglés now has more than 50 active landing pages within inConcert Marketing Automation module .

50

active landing
pages

90

of leads being attended
in less than 60 seconds

This optimized several indicators
  • 14% increase in page conversion rate
  • 12% improvement in closing sales
  • 90% of hot leads being attended in less than 60 seconds
The company successfully managed to improve
demand generation, with full control of KPIs

But in addition, despite how challenging the pandemic was for the tourism industry, Viajes El Corte Inglés still managed to increase non-presential sales by 30% by applying technology.

The flexibility of inConcert's contact solutions allowed it to quickly adapt its operations to special online sales dates, such as Buen Fin, Black Friday and Christmas, periods where it is essential to have the technological support to meet the peak demand efficiently.

Thanks to this successful outcome, Viajes El Corte Inglés is planning to roll out this marketing internalization project to its operations in other countries.

Viajes El Corte Inglés

  • icono sector Industry
    Tourism
  • icono Operaciones Operations
    Mexico, United States,
    Panama

Viajes El Corte Inglés is the travel agency from Grupo El Corte Inglés, one of the most important business groups in Spain and with a strong international presence. With more than 50 years in operation, today it has a network of more than 600 points of sale in Europe, the United States and Latin America.

InConcert worked with Viajes El Corte Inglés in Mexico, they also worked on some campaigns in Panama and the United States.