With Salesforce, a Cruise Provider Doubles its Revenue

With Salesforce, a Cruise Provider Doubles its Revenue

Client Success Snapshot

Client Profile:

  • Overview: A leading global cruise company that offers itineraries to nearly 500 destinations worldwide
  • Industry: Travel (Cruise)
  • Team Size: 10,000+
  • Annual Revenue: US$ 6 billion
  • Headquarters: FL, USA
  • Markets: Global

The Challenge

A globally-ranked cruise line operator needed better technology to succeed in the notoriously competitive cruise industry. The company lacked the powerful digital tools it needed to hone its marketing efforts, eliminate wasted resources, and generate a greater ROI from its marketing expenditures.

Gerent's Approach

Gerent’s solutions architects and engineers created a plan that utilized Sales Cloud, Service Cloud, Portal, and Pardot. This combination of Salesforce platforms and products brought 26 disparate databases into a single data repository that encompassed over 20 million customer records and 50 thousand affiliated travel agencies.

Key Outcomes

Gerent’s implementation has provided the cruise line with an arsenal of scalable, efficient technologies that generate greater returns and give customers an even higher level of service. Since becoming a Gerent customer and implementing Salesforce product solutions, the cruise provider has more than doubled its revenue and net profit in the intensely competitive cruising sector.

Client Success Story

Competition over bookings — and, by extension, vacationers’ leisure spending — is fierce in the cruise sector. Every cruise line deploys extensive marketing to catch would-be travelers’ eyes, but some are more effective than others. 

When one globally-ranked cruise line operator contacted Gerent, it understood that its marketing team could accomplish more with better technology. The company lacked the powerful digital tools needed to hone its marketing efforts, eliminate wasted resources and generate a greater ROI from its marketing expenditures.

Resolving this lack would require the support of a trusted Salesforce implementation partner — namely, Gerent.

Fragmented Data Led to Missed Opportunities

When Gerent conducted its discovery review, the cruise provider’s problems quickly became evident:

  • The company was using an outdated CRM system that was not widely adopted among its business units.
  • Because the cruise line didn’t have a centralized platform to track sales and marketing efforts, it was forced to juggle agency sales data across 12 different databases. 
  • The company lacked the infrastructure necessary to track daily sales activity and follow up on leads despite engaging in direct sales. 
  • Customer service and support reps didn’t have a functional platform for tracking service cases or sharing knowledge about common issues.
  • Onboard casino operators had no means of rewarding cruise line customers with VIP offerings.

Given that these issues stood as severe impediments to the cruise line’s overall marketing operation, its executives were eager to resolve them as soon as possible.


Resolving Fragmentation with the Salesforce Product Set

Gerent presented a solution that the cruise line knew would do the job, having had tremendous success with Gerent’s Salesforce implementations in the past.

Gerent’s solutions architects and engineers created a plan that utilized Sales Cloud, Service Cloud, and Pardot. This combination of Salesforce platforms and products brought 26 disparate databases together into a single data repository that encompassed over 20 million customer and prospect records and 50 thousand affiliated travel agencies.

At long last, the company finally had a complete picture of its clients — and, with an account planning tool, could set revenue growth targets at the agency level. Product Market Fit (PMF) software also enabled the cruise line’s executives to track marketing ROIs and better achieve growth targets. Additionally, casino operating partners could also use a Salesforce to target key clients with VIP certificates and other incentives.


Gerent Implements Digital Transformation Solutions that Generate Returns

Gerent’s implementation has provided the cruise line with an arsenal of scalable, efficient technologies that generate greater returns and give customers a higher level of service. With Gerent’s assistance, the cruise provider has more than doubled its revenue and net profit in an intensely competitive cruising sector.


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