The challenge
The starting point
The company was investing in paid media and had just started working with a WhatsApp API platform, but the inquiries those campaigns generated landed in separate channels: web on one side, chats on another, email on another.
Without a central system to organize service, it was hard to know which campaign brought real customers, follow up without losing inquiries and measure the return on every dollar. The operation was growing, but with no structure to sustain it.
The approach
How we approached it
The diagnosis revealed the bottleneck was not the ad spend, but the lack of a system to organize demand. Before investing more, we organized.
We centralized the customer in a CRM and connected every channel, so every dollar of ad spend was measurable.
The solution
What we did with COBIZ
After a deep analysis of the operation, COBIZ found that the bottleneck was not the ad spend but the lack of a system to capture and organize demand:
- Custom CRM design and implementation, built for the agency's real operation.
- Full channel integration: website, WhatsApp, chat and email into a single flow so no inquiry was lost.
- Defined service workflows to respond faster and more consistently.
- Blog content strategy centered on travel experiences, attracting and retaining an experience-driven audience.
- Paid media optimization with clean data on which inquiry came from which campaign.
McKinsey: well-executed personalization typically lifts revenue 10% to 15% (up to 25% by sector). Centralizing the customer in a CRM is the first step.
Results
The impact
An operation that is still in use today:
- Revenue rose by nearly 30%.
- Between 250 and 400 packages sold per month.
- A bounce rate of just ~1.5%.
"He introduced important changes in the organization and implemented tools that completely changed, for the better, the way we work and our processes."