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About the Client
We worked with a specialist tour operator that sells tailor-made holidays through a team of travel consultants, with Zoho CRM as its sales system.
The Challenge
New web enquiries arrived every day, and many were unhandled due to resource constraints and the need to focus on the good quality leads. Many took several days of email back-and-forth before a consultant knew enough to build a quote: destination, dates, who was travelling and the budget. Enquiries sent in the evening or at weekends waited until the next working day. The longer a quote took, the less likely it was to convert.
How We Helped
We gave every consultant an AI sales assistant. It replies to each new email enquiry within minutes, using the client's own product files and tone of voice, and asks the questions a consultant would ask. Each answer fills in the lead in the CRM as the conversation builds, so the team sees the full picture where they already work.
When the AI assistant has enough key details to create a good quote, it scores the lead on the client's own rules and writes handover notes. It assigns the lead to a consultant on shift, or to the first one in the next morning. A consultant can take over any conversation at any point.
What We Achieved Together
Every enquiry now gets a fast, accurate reply, including at 3am. Consultants no longer spend days chasing basic details from low-quality leads. They start each lead with a complete brief and a score, so they work the most valuable leads first and go straight to quoting and calling. They also use it to enrich the leads where that makes sense, because every one of those is an opportunity.
What This Means Going Forward
Speed of response decides many sales, and AI can reply instantly at any hour. It handles the repetitive qualifying questions, so consultants spend their time on what wins bookings: the quote and the conversation.
