How PSAG Helped TripaDeal Optimize Sales and Service Operations with Salesforce
Solution Category
Sales and Service Optimisation
Customer
TripaDeal
Industry
Travel Services
Segment
ESMB (Emerging Small and Medium Businesses)
Country
Australia
Go-Live Date
April 2024
Introduction
TripaDeal, one of Australia’s most trusted travel brands, curates unique tours, cruises, and hotel packages at exceptional value. As the company expanded, its sales and service teams faced growing challenges in managing lead communication, follow-ups, and customer engagement manually.
To drive consistency, transparency, and efficiency, TripaDeal partnered with PSAG Technologies to streamline sales and service communication within Salesforce. The objective was to create a unified system that enabled agents to manage leads, follow-ups, and customer interactions directly from Salesforce, while enhancing visibility and tracking across teams.
The Business Challenge
TripaDeal’s sales agents were manually sending lead emails to customers using personal email accounts, relying on screenshots and external references for pricing and booking details. This approach made communication fragmented and tracking difficult.
Challenges included:
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Sales agents manually composing and sending lead emails from personal accounts.
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Lack of integration between web data, Salesforce, and outbound communication.
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Inability to track follow-ups or measure agent interaction success.
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Absence of notifications for case creation or pending tasks.
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Time-consuming manual reporting with limited visibility into team performance.
These inefficiencies led to delayed responses, inconsistent customer experiences, and limited insight into sales pipeline performance.
PSAG’s Approach: Tailored Salesforce Implementation for Sales and Service Optimization
PSAG Technologies designed and implemented a Salesforce-based system that unified communication and reporting for TripaDeal’s sales and service teams. The solution focused on enhancing email functionality, automating follow-up tracking, and providing real-time visibility into customer engagement metrics.
Key implementation highlights:
- Integrated Email Communication: Enabled agents to send lead emails directly from the Account level within Salesforce, ensuring all communication is logged and tracked.
- Automated Follow-Up Tracking: Introduced manual and automated tracking for follow-ups and conversions, enhancing reporting accuracy and accountability.
- Notification and Dashboard Enhancements: Added automated notifications for case creation and dashboards for monitoring pending tasks and performance metrics.
- Performance Insights: Implemented reporting tools for evaluating agent efficiency, conversion rates, and customer engagement quality.
- Process Alignment: Ensured the new Salesforce setup aligned with TripaDeal’s business processes for a seamless workflow across departments.
Impact of Salesforce Implementation for Sales and Service Optimization
The Salesforce solution transformed TripaDeal’s communication flow and improved customer engagement through streamlined processes and enhanced visibility.
Key impacts included:
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Empowered Sales and Service Teams: Agents could now send sales lead emails directly within Salesforce, improving efficiency and consistency.
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Enhanced Reporting and Tracking: Robust dashboards provided insights into follow-up effectiveness and sales outcomes.
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Improved Task Management: Automated notifications helped teams stay updated on pending tasks and cases.
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Data-Driven Decisions: Real-time visibility allowed managers to refine sales strategies and improve customer engagement.
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Operational Efficiency: Reduced manual effort freed up agents to focus on customer relationship building and sales growth.
Outcomes
- Significant reduction in administrative time through automation.
- Improved follow-up tracking and lead conversion rates.
- Faster response times and higher customer satisfaction.
- Greater alignment between sales, service, and customer experience teams.
Why It Matters
This project highlights how Salesforce implementation can bridge the gap between sales and service operations in a fast-growing travel business.
By automating manual tasks, centralizing communication, and enhancing visibility, PSAG Technologies empowered TripaDeal’s teams to operate more efficiently and deliver a superior customer experience.
The result: a smarter, faster, and more transparent sales ecosystem—driving stronger customer relationships and sustainable business growth.
