Rocky Mountaineer Travel Trade
Rocky Mountaineer Travel Trade
For Rocky Mountaineer, their travel trade partners provide a high volume of sales across the globe, most prominently the UK, Germany and Australia. Travel Trade requests and bookings were being largely serviced by call centre representatives - even for the simplest tasks such as requesting a set of brochures.
While basic booking functionality was already available through an aging custom Wholesaler portal, there was no access to more complex products, and no self-service tracking, reporting, training, support tools or travel trade collateral online.
The results was an inconsistent end-customer service experience when this incredible rail product was sold through a third party; a far cry from the highest levels of service a customer expects from the Rocky Mountaineer itself.
FCV worked with the Rocky Mountaineer Marketing, IT and Product teams to plan and deliver a strategic shift to an online self-service model for their travel trade partners.
The focus was on moving the high volume, low complexity transactions online including:
- Simple product bookings
- Booking status tracking
- Commission tracking
- Requesting familiarization trips
- Accessing official Rocky Mountaineer collateral such as;
- Brochures
- Photos
- Videos
- Testimonials
- Training materials
FCV provided the strategic insight and understanding of the technical platforms to deliver the interaction design and lead the development of the website.
The project was conducted alongside a redesign of their customer-facing website, also completed by FCV.
- Travel trade partner feedback was immediately, overwhelmingly positive
- The website is now the go-to place for Rocky Mountaineer's trade partners, significantly reducing call-centre costs while delivering a more consistent end-customer booking experience
The project was conducted alongside a redesign of their
customer-facing website, also completed by FCV.