We wanted to be quick and efficient. We needed to answer our travel agents on the same day, so we searched for a technology that would enable us to do so. Lemax software allows us to be time-wise more efficient, we do fewer mistakes and we can focus more on the content and connections to our advisers and spend less time doing administration.
Challenge: having a clear pipeline overview and eliminating manual work and errors
As a provider of premium quality luxury tailor-made travel experiences, Luxury Slovenia DMC offers unrivaled service and advice to their clients on the most appropriate travel options to suit their needs. For this Case study, we interviewed co-founders and General Managing Partners, MattejValencic, and Matej Knific.
They did not have a clear overview of their sales and operations pipeline which made it challenging for them to drive the business strategy and achieve their goals. When it came to Sales, they’ve used several different tools. This required a lot of manual work, retyping, and possible mistakes. The lack of automation made them less efficient in everyday work and it impacted the profitability of their products.
On the operations side, they did everything manually. The supplier communication was time-consuming and prone to errors. This way of work has put a lot of stress on their employees, and it made it hard for them to achieve their desired goal of replying to their customers in less than 24 hours.
They started to look for a solution that would digitalize and automate their processes enabling them to work much faster and more importantly, become more customer-focused and leverage the data they have for future growth.
Solution: covering all core processes with one software
Luxury Slovenia opted for the complete Lemax solution that would cover their core processes from Accommodation, Tours, Transfers, to B2B and B2C offline sales, mail communication, etc. They also chose Automated Actions that would enable them to automate many activities that needed human intervention leading to faster communication with Suppliers and Customers.
Mattej emphasized how much they liked the itinerary builder. Being in the luxury segment especially, the ability to create customized and beautifully designed itineraries is crucial. Together with the offer you create, the itinerary and its appearance can be the differentiator you need to win the deal.
Matej on the other hand sees the payment link as his favorite feature. He says that many would see this as a basic feature, but from his standpoint, the crucial thing is that from the minute the client confirms the offer, everything happens automatically. Once the payment goes through, the status is automatically updated on the reservation side Lemax. It saves them a big amount of time, they don’t need to check manually several times a day which payments have been processed and which were not.
“The payment link is sent to the client, and everything after happens automatically. All the sensitive data are not shared with us, they stay on the client, or card payment processor side.” Matej Knific, Managing Partner @ Luxury Slovenia
This directly impacts their cash flow, efficiency and they are making fewer mistakes allowing them to focus on answering new inquires by decreasing the amount of manual administration.
Impact: with automated core operations – focus on better customer experience
Lemax now provides them the business overview which is a big benefit and of great value to them. At any given point they can look into the sales and operations pipeline and see the status of their inquiries, reservations, and bookings. They have a clear understanding of what is selling well and what is not.
“For us it’s very important that we have the entire business overview on one place – sales, operations, finance and controlling.” Matej Knific, Managing Partner @ Luxury Slovenia
Lemax enables data-driven decision making and ensures enhanced Luxury Slovenia’sprocesses and contributes to the expansion of their business.
- They see great value in having a centralized product database. Lemax makes it possible for them to enter each service or product only once in the system. This can later be used across the whole software – in itineraries, in offers or any other stage of the operations.
- Luxury Slovenia significantly reduced human mistakes derived from previous needs to keep multiple records, as well as to retype or rewrite content and prices.
- Another benefit that they see, considering the current global situation caused by the pandemic, is having their business stored in the cloud, accessible via web browser anywhere in the world.
“Lemax software allows us to be time-wise more efficient, we do less mistakes and we can focus more on the content and connections to our advisers and spend less time on doing administration.” Mattej Valencic, Managing Partner @ Luxury Slovenia
By automating their core operations, Lemax reduces the time spent on administration and manual work. This allows space for creative ideas that give extra value to their Customers and Partners, and more focus on the long-term future of their company and its growth.