The situation
A family-run outbound travel agency in Mumbai, operating for 12 years. Annual volume: ₹3.2 crore across 800+ bookings. Three-person team. Specialises in Southeast Asia, Europe, and Maldives packages for families and honeymooners.
The business was healthy — repeat customers, strong supplier relationships, good margins. But growth had plateaued. New customer acquisition was stalling despite increasing enquiry volume.
The problem
- •Enquiries arrived on WhatsApp (2 numbers), Instagram DMs, email, and a website form — no shared view.
- •Average response time to a new enquiry: 6 hours (often next-day for evening enquiries).
- •The owner was the only person who could quote — creating a single point of failure.
- •15–20% of enquiries were being missed entirely each week.
- •No way to track which enquiries converted and which didn't (or why).
What we implemented
- 01Voyazio Pulse: automated acknowledgment within 30 seconds of any enquiry, across all channels. The customer gets a branded response confirming receipt + expected timeline.
- 02Voyazio CRM: single inbox pulling WhatsApp, Instagram, email, and web form into one pipeline view. Any team member can pick up any enquiry.
- 03Voyazio Sites: new website with package showcases, trust signals (reviews, certifications), and a clear quote-request flow.
The results (60 days post-onboarding)
4 min
Avg response time (from 6 hours)
0
Missed enquiries per week (from 15–20%)
+34%
Quote-to-booking conversion
2.1x
New customer bookings vs same period last year
“We didn't change our prices. We didn't change our packages. We just started responding faster and stopped losing people in the cracks.”
Why it worked
The agency's service was already excellent. The problem was purely operational — enquiries were leaking before the team could demonstrate that excellence. By collapsing response time from hours to minutes and eliminating missed enquiries entirely, the existing conversion quality of the team could finally express itself at scale.