A Small Cruise Line Makes the Big Leagues with DeepQuest

A Small Cruise Line Makes the Big Leagues with DeepQuest

Client Success Snapshot

Client Profile:

  • Overview: A provider of expedition-style cruises in Alaska, USA
  • Industry: Travel
  • Team Size: 201-500
  • Annual Revenue: N/A
  • Headquarters: AK, USA
  • Markets: North America

The Challenge

Our client, a major cruise line in North America, struggled with an awkward reservation platform. The company’s sales agents were forced to spend a great deal of time on mundane and redundant work that left them with little or no time to do any sales follow-ups with potential guests. The company needed a new solution that improved efficiency and facilitated a better customer service experience.

Gerent's Approach

The cruise line’s CEO was actively looking for a new e-booking solution — and CRM platform — when he heard about DeepQuest from a Salesforce contact. DeepQuest is a Salesforce-based set of modules designed by Gerent to empower small and medium-sized travel and tourism companies to compete with much bigger firms. To implement the solution, the executive got in touch with Ketta Riley, Gerent’s Travel practice lead and the creative mind behind DeepQuest.

Key Outcomes

Since the client collaborated with Gerent, at least 50% of the manual workaround reservation bookings have been eliminated, and the cruise operator has obtained a complete picture of its customers. The cruise company derives several advantages from DeepQuest, including increased flexibility and scalability, easy report generation, streamlined checking booking processes, and an inclusive, all-in-one platform. 

With DeepQuest, the company can track how long it takes a customer to book once they order the brochure — an insight that helps the cruise line’s sales representatives determine when they should schedule their follow-ups.


Client Success Story

Our client, a major cruise line in North America, works hard to satisfy guests. However, the company struggled with an awkward reservation platform. The company’s reservation sales agents were forced to spend a great deal of time on mundane and redundant work that left them with little or no time to do any sales follow-ups with potential guests.

Eliminating a User-Unfriendly and Expensive Platform 

The platform was so user-unfriendly that it often took new hires months to learn how to navigate its non-intuitive interface. Its reporting capabilities were similarly subpar; every time the company wanted to look at its data differently, it was forced to pay its supplier to build a new report from scratch.

Even establishing online booking was a costly challenge — while the company could, in theory, pay its former solution provider to set up online bookings, the expense of doing so was near-prohibitive. The cruise line resorted to booking all reservations by phone, a very time-consuming process.


DeepQuest: A Gerent-Provided, Salesforce-Powered Solution for Travel Companies

The company’s CEO was actively looking for a new e-booking solution — and CRM platform — when he heard about DeepQuest from a Salesforce contact. DeepQuest is a Salesforce CRM-based set of modules designed by Gerent to empower small and medium-sized travel and tourism companies to compete with much bigger firms.

The executive got in touch with Ketta Riley, Gerent’s travel practice lead and the creative mind behind DeepQuest. He had looked at half a dozen other reservation systems before he realized that a Salesforce CRM-based system was going to meet the company’s needs best.

“I was familiar with Salesforce’s ease of reporting, and when the other reservation providers told me they didn’t really have robust reporting systems, that did it for me,” the executive shared in an interview. “I want to be able to run a report on any piece of data I put into the system, and I should be able to pull that out and organize it any way I want. No other company really gave me that ability.”


DeepQuest Maximizes Sales Efficiency

In an average year, the cruise line operator would book between 1,200 and 1,300 reservations a season. Under the old system, human representatives mostly shouldered that workload. However, since the client’s collaboration with Gerent, the company has taken 50% of that manual labor away from its agents, who can now spend more time on sales.

“This is where DeepQuest is going to help us a lot. When we get a brochure request from a potential guest, the DeepQuest platform will create a lead, and we’ll be able to follow up,” the executive explained. 

The cruise company derives several advantages from DeepQuest, including increased flexibility and scalability, easy report generation, streamlined checking booking processes, and an inclusive, all-in-one platform. The company can also track how long it takes a customer to book once they order the brochure — an insight that helps the cruise line’s sales representatives determine when they should schedule their follow-ups.


Gerent Provides Real Value For Money

Post-implementation, DeepQuest cut the number of manual reservation bookings in half. 

“There are reservation systems out there that don’t cost a dime, but they wouldn’t do what we wanted them to do,” the company’s CEO concluded. “Spending a little extra upfront on a specialized product like DeepQuest was well-worth the cost. I can’t wait to get the old system out of the way; I can say that I’m confident that our little cruise line is going to have the best reservation system on the market.”


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