Company type:Inbound tour operator
Company location:Iceland
Just knowing that we have that point of contact is really reassuring. It creates a stronger sense of connection, support, and partnership – something that wouldn’t exist in the same way if that person weren’t there.
Before joining Lemax’s Customer Success Program, Hidden Iceland knew where the friction was but lacked a clear path to fix it. Standard support wasn’t ideal for nuanced, business-specific improvements, and the team was still mapping their processes to the platform – deciding which features to leverage and how to configure them – so a backlog of small, meaningful enhancements and workarounds had built up.
With a dedicated Customer Success Manager as a single point of contact, they shifted to a consultative cadence: defining needs, weighing options, and prioritizing improvements.
Together, they tackled both quick wins and deeper optimizations, including configuring indicative pricing on web forms based on passenger count to streamline online inquiries. The impact was tangible: fewer workarounds, faster progress during ramp-up, and a clear sense of when to self-serve versus engage Lemax for larger initiatives. Because CS hours are built into the program, ongoing optimization became cost-effective—“in many ways, it pays for itself.”
Hidden Iceland now describes the partnership as responsive and pragmatic, and recommends the program for teams with a defined list of improvements they want to turn into results.