Company type:Travel Agency
Company location:Costa Rica
I think of Lemax as another member of our team that can actually do more than five people would do. Lemax revolutionizes your process of sending quotes and reservations from one simple tool made by a company you can trust.
Challenge: eliminate manual work, be error-free, save time and be faster in quoting and creating itineraries
We talked to Jason Bateman – General Manager, and Lorena Guillén – Operations and Product Manager, who explained to us how important for them it was to have a unified platform to manage products, build nicely designed itineraries and improve their efficiency in order to win against competitors and to create a better customer experience both for partners and travelers.
This is their 17th year that they are operating, they were making itineraries by hand using Word, endless copy-pasting for years. They had a server with hundreds of contracts! The team had to use a calculator all day long, and unfortunately, there were a lot of mistakes.
Those mistakes had an impact on their revenue; they used wrong currencies, forgot to charge special dinners, transfers, etc. But not only they were charging too little, sometimes they charged too much in their offers, so no bookings happened as they were not competitive. Prices needed to be exact and managed much better.
“To quote a whole family week for 4 different families manually, would take almost a whole day.” Jason Bateman – General Manager
Jason stated that he as a salesperson ended up having several assistants and tried teaching them how to manually create itineraries, how to do quotes, how to add taxes, how to add passengers, which was very complex. They wanted to be faster, efficient, accurate.
Solution: a central place for all products and contracts, eliminated manual calculations, professional customer-facing documents
They had a demo with 5 different vendors for travel business software and decided to go with Lemax. They didn’t want to install anything on their computers, but use a cloud-based solution.
“Products are a great part of the platform, you can easily see and manage tours, hotels, packages, everything is connected with prices and now the system does the calculations.” Lorena Guillén – Operations and Product Manager
They love itineraries builder, documents now look professional and pretty, they invested a lot of time to design them, creating images and descriptions, building templates. As they stated, half of their competition doesn’t have documents that look as professional as theirs.
They have hundreds of hotels, thousands of tours, etc. Jason said that he used to have a file cabinet behind the desk before, printed all contracts, and did calculations manually, sent reservations via fax, so he is now happy to be using Lemax.
Impact: creating itineraries 3x faster and an increase in revenue of 35%
- Their speed is at least twice as fast, even three times, they can send 25 very complicated itineraries every day.
- They use already established templates in the system, by using those it is possible to send a quote with 50 services in 20minutes.
- They saw much better sales results since started using Lemax, they had an increase of around 35% in revenue!
Commissions on the packages went up. Not in 2020 because of the Covid-19, but years before were the most profitable ever. Lemax helped them with monitoring and reporting which provider is selling the most, a number of reservations, etc.
“It’s a great comprehensive platform that allows you to do all different things, not just itineraries, managing products, and partners, analyzing revenue, but much more. It can take time to fully implement, we all want something right away, but learning new software takes time. Putting in products takes time, but it’s worth it in the long run!”
As Jason and Lorena stated, they are actually grateful for this year, they had to learn how to automatize their process with fewer people. The new normal will be investing in good software and re-thinking the way you work. Once you do it, save all the data inside, then the software does it all for you!