Case Study
Nicolaus: Elevating Customer Experience with Salesforce and Atlantic Technologies
Atlantic Technologies, part of Eng Group, provided consultancy and CRM implementation to Nicolaus, allowing a comprehensive view of each traveler’s journey and enhancing personalized, seamless experiences.
Where: italy
Where: italy
Challenge
Nicolaus, a leader in the tourism sector specializing in planning, designing, and distributing travel packages both in Italy and globally, sought to digitize its systems to address the evolving challenges in the tourism industry and adapt to the latest traveler trends.
Approach
We supported Nicolaus in implementing Salesforce CRM to strengthen customer-brand relationship and to gain deeper insights into customer travel preferences and to craft dynamic offers and bespoke services that enhance engagement, increase bookings, and foster loyalty.
Digital Ecosystem
Solution
Digital Ecosystem
Through the strategic implementation of the Salesforce CRM suite, we have equipped Nicolaus with a comprehensive view of each traveler, capturing their preferences, behaviors, and journey details. Through behavioral analysis, it is possible to intercept customer needs and preferences, send targeted communications, and ensure continuous support.
The project also aims to increasingly leverage Artificial Intelligence (Salesforce Einstein) to segment customers and create more personalized content and messages, taking into account the customer's emotions and expectations.
The collaboration with Atlantic has enabled Nicolaus to strengthen customer relationships and enhance the group's competitiveness in the tourism sector, allowing the team to adopt proactive and reactive strategies in relationship management, thus improving overall operational efficiency.
With Atlantic, we were able to harness the potential of Salesforce CRM to align with our vision of developing a customer-centric system for both travelers and agencies, turning travel dreams into reality.
Roberto Pagliara
President of Nicolaus
Results
Anticipate interests and needs using AI solutions that offer predictive recommendations based on behavior
Digitally manage processes to support customers before, during, and after their trip
Technologies
Cloud
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Intelligent Ecosystems for a Cloud Strategy.
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