Case Studies
The Challenge
To support the business with their ambitious growth plan and address the ‘step change’ required to sustain and scale in an increasingly competitive market, Inntravel commissioned lens on a Customer Journey Mapping and Optimisation project.
The Approach
lens worked closely with the MD, Group IT Director and a cross-functional team from across the business to map out the Inntravel walking holiday customer journey. Using the journey as a framework; the second stage of the project focused on optimisation of the journey – identifying root causes and developing customer-focused solutions to address pain points.
Outcomes & Impact
All optimisation solutions have been prioritised and have directly informed:
- Quick wins – that have already resulted in positive impacts such as a 90% reduction of inbound calls from customers about
‘balance due’ communications - Mid-longer term solutions – feeding into workstreams relating to IT and tech, product, channel / digital strategy, marketing & comms
Inntravel also took on a Project Manager to specifically support with triage and planning the improvement work around the customer journey.
After a period of organic growth and huge disruption through the pandemic, Inntravel needed to stop and take stock of the customer journey. After a couple of failed attempts internally to map the end to end journey (‘It’s impossible to map this complexity!’), we realised that we would need expert support. I was delighted to find Vicky and Helen, who swiftly grasped the brief, provided an affordable and thorough approach, and were in the office workshopping within a couple of weeks.
The work has been hugely impactful; it highlighted all the areas for improvement and opportunities… But it was the ‘how’ of the work, rather than the outputs that have left a lasting impression on Inntravel. Working with frontline staff rather than senior leaders. Vicky and Helen captured the nuance from the team on why we were facing challenges, and supported on the deeper thinking, pulled the team out of the day to day, and helped them start to solutionise. The team involved still talk about their involvement and how great the workshops were 2 years later! It really was a masterclass in engaging key stakeholders and embedding commitment to change within a business. lens’ invoice has been the best money I’ve spent in my 2 years at Inntravel.