INDUSTRY
- Tourism & Travel
PROJECT TYPE
- Customer engagement
TECHNOLOGIES USED
D365 Customer Insights
D365 Sales
D365 Customer Service
D365 Contact Centre
Background
For almost a century, Globus family of brands has been helping travelers explore the world through its portfolio of leading travel organisations, including Cosmos and Avalon Waterways. With operations spanning more than 70 countries and millions of customer interactions, Globus embarked on a digital transformation journey to unify customer data and create more meaningful travel experiences.
The Challenge
As the business continued to expand globally, customer information was spread across multiple systems, limiting visibility and making it difficult to gain a complete understanding of traveller preferences. Globus set out to create a connected customer experience that would support growth, improve engagement and empower teams with richer insights.
Velrada’s Solution
By leveraging Microsoft Dynamics 365 Customer Insights, Sales, Customer Service and Contact Center, Globus established a unified customer platform that enabled:
- A complete, 360-degree view of customer interactions and preferences
- More personalised marketing and sales engagement across global markets
- Enhanced customer service through omnichannel support and greater visibility for agents
- Improved operational efficiency through simplified and connected business processes
- Better decision-making powered by real-time customer and sales insights
Dynamics 365 gives us a complete picture of our customers and has made a big difference in how we serve our loyal travelers.
Karl Merckel, VP, Technology, Globus family of brands
Outcome & Impact
Through our partnership with Globus and Microsoft, Velrada helped transform disconnected customer data into a strategic asset, giving teams a completed understanding of traveller preferences, enabling more personalised engagement, and creating the foundation for long-term growth across the organisation.