Salesforce Implementation for Process Improvement: Case Study with Auswalk
Solution Category
Process Improvement
Customer
Auswalk
Industry
Travel Services
Segment
ESMB (Emerging Small and Medium Businesses)
Country
Australia
Go-Live Date
June 2023
Introduction
With over 30 years of experience, Auswalk is Australia’s trusted name in guided and self-guided walking holidays. They recently expanded with the launch of Stroll, a new offering catering to European travellers who want to experience the road less travelled—comfortably. To scale operations, Auswalk needed to streamline internal processes that involved managing booking logistics, customer communication, and invoicing. PSAG Technologies stepped in with a tailored Salesforce implementation to improve processes, aligning technology with Auswalk’s workflow.
The Business Challenge
Auswalk’s internal team was investing an excessive amount of time grouping passengers, managing bookings, and manually coordinating logistics, such as accommodation and transport. Specific challenges included:
- Passengers from different bookings had to be manually grouped for room allocations.
- Auswalk only allowed logistics to be attached at the OLI (Order Line Item) level, making the process redundant for group trips.
- A single email address was used in the BCC field for communications, leading to missed Salesforce records.
- Email replies were managed manually, which reduced efficiency and increased the chances of error.
- Decision-making was hindered due to a lack of timely data.
- Group communication required manual intervention for each trip.
PSAG’s Approach: Tailored Salesforce Implementation for Process Improvement
PSAG’s strategy focused on using Salesforce customisation and automation to eliminate these inefficiencies. Key elements included:
- Creating Group OLIs: PSAG restructured the Salesforce setup to enable the creation of OLIs for groups of passengers, enabling efficient room allocation and reduced duplication.
- Centralised Logistics Management: Logistics related to accommodation, meals, and transport could now be attached to multiple OLIs simultaneously, streamlining operations and automating invoicing.
- Automated Gmail Integration: By integrating Gmail into Salesforce, responses were logged automatically, reducing manual effort and improving email tracking.
- Easy Booking Process: A streamlined booking flow was created to efficiently group travellers, enhancing the experience for both staff and customers.
This Salesforce implementation for process improvement ensured that staff could focus on enhancing customer experiences rather than being bogged down by routine tasks.
Impact of Salesforce implementation for process improvement
- Increased Efficiency: The group OLI setup significantly reduced redundant data entry, freeing up operational time.
- Automated Invoicing: Merchants can now receive computerised invoices with all logistics details included, streamlining the billing process.
- Email Accuracy: Integration with Gmail ensured all communication was automatically captured in Salesforce.
- Better Decision Making: Improved data visibility empowered the team to make informed decisions quickly.
- Improved Customer Experience: The new booking flow simplified the process for customers, enhancing satisfaction and reducing back-and-forth communication.
Outcomes
- Streamlined operations with reduced administrative overhead.
- Faster and more accurate merchant invoicing.
- Improved internal communication and email traceability.
- Elevated customer satisfaction with an efficient booking experience.
Why It Matters
This project shows how Salesforce implementation for process improvement can deliver real-world operational benefits. By understanding the core business challenges and tailoring Salesforce accordingly, PSAG helped Auswalk scale its operations without sacrificing service quality.
