Globetrotting run horse riding holidays in 24 countries around the world. Business has grown exponentially and the model of manually handling new bookings, payments, getting their required information, creating spreadsheets, handling availability, has become a time intensive and costly affair. I worked with them to build a new site along with automating the processes, allowing customers to book and manage their booking online, with lots of built in automations and reporting.
This was a large project that between planning, development and comprehensive testing took nearly a year to launch.
The objective was to allow users to find and book rides in real-time, create a scalable automated system to save staff time manually handling bookings, freeing them to spend more time helping customers and answering incoming leads.
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Online Bookings and Management
Rides are available online to book and pay their deposit instantly via credit card, allowing 24x7x365 automated sales. Details are automatically fed into marketing and accounting platforms. Automated processes are in place to ensure riders add their insurance and travel information before their departure date.
All kinds of panels exist to manage rides, with hundreds of departure dates, all the relevant bookings, and export information necessary for running the rides. Detailed logging for transparency as to all actions, extremely useful for tracking human and system errors to easily isolate and resolve issues. Manual overrides in most areas allow control for bookings that will operate under unusual terms so the system is completely flexible.
Conversion & Analytics
By capturing specific information, email marketing has access to lots of specific data. An interactive quiz was developed which serves two purposes: to provide potential customers a fun way of finding a suitable ride outside boring 'what country, what time of year, what length' filters on a page, and capture ride preferences into email marketing so smart, targeted campaigns can be sent. This has been particularly useful during COVID when international travel is dead, and sending country based emails is important.
With over a thousand riders booked on rides yet to depart, a well tested migration strategy was required to bring them from a variety of spreadsheets and static form submissions into the new system. Special handling was created to allow some to continue manually, while other rides were prompted to add credit card and join the 'automated flow'.