With InfoServ CRM, Elfy Tours Reports Growth in New Clients and Doubles Processed Inquiries

Waiting time for handling customer inquiries over the phone has been reduced to just 18 seconds

Elfy Tours is one of the companies that implemented InfoServ CRM in 2023 as part of their digital strategy for business growth. In the very first quarter of this year, the agency reported an increase in handled customer inquiries over the phone – 2,500, which is twice as many compared to the same period the previous year.

Customer interaction is at the heart of Elfy Tours' business

This includes handling inquiries, bookings, and responding to requests. The team prides itself on offering competitive and high-quality travel programs and relies on a personal approach to ensure a smooth and enjoyable trip. With InfoServ, the company has fully integrated communication via phone, email, and Viber in one place. Telephony in InfoServ CRM is managed through system settings — for example, whether the caller is a new or existing customer, who last spoke to them, and when. This allows the CRM to route calls to the most suitable agent, while operators use the built-in software phone (Softphone) in the system.

The numbers speak for themselves

According to InfoServ CRM data for Q1 2024, the Elfy Tours team achieved excellent service levels, with 75% of calls reaching an operator within the first 30 seconds.

Centralized client history for seamless service

InfoServ records and stores all calls and emails in individual customer files, which can be reviewed later if needed. This enables sales reps to fully focus on the conversation without taking notes. Each employee can easily follow the workflow, having access to client information and history stored in the CRM. This functionality also facilitates remote work by ensuring continuity.

Optimizing the Sales Process

To manage and track the sales and booking process, Elfy Tours uses a specialized Sales Management module developed by DAN Electronic. The module also covers the pre-sales process — from inquiry handling to bookings, down payments and final payments, preparation, and sending of travel documents. This functionality streamlines the team's work and opens up additional opportunities for closing deals.

InfoServ CRM Puts an End to "Impossible" Expectations

For companies like Elfy Tours, key InfoServ functionalities include: automatic caller ID recognition and opening of the client file, automatic call recording and logging, missed call tracking and status monitoring, seamless call transfers between teams, precise targeting for marketing campaigns, and working in a unified system.

Everything changed after meeting the DAN Electronic team and testing InfoServ CRM. A standout feature for Elfy Tours is the ability to organize activities into sequential workflows and ensure team member interchangeability. The Task Management module delegates and tracks tasks, synchronizes calendars, and includes an internal chat. On a managerial level, the CRM enables detailed analysis of employee activity and contribution.

System Stability and Security

InfoServ CRM is built on Microsoft Azure, a leading cloud platform, using reliable server systems and their infrastructure, eliminating the need for dedicated maintenance. DAN Electronic has been creating robust IT solutions for 25 years, with rich functionality that allows businesses to focus on their operations.

Data-Driven Business Decisions

Thanks to the detailed data gathered in InfoServ CRM — previous travel history, interest in specific destinations, partner communication, sales, and bookings — Elfy Tours can refine its marketing campaigns and audience targeting. The CRM also supports sending email and Viber campaigns.

According to NSI data, just in the last quarter of the previous year, 1,165,000 Bulgarians traveled for tourism, with just over 18% going abroad. In this context, and given the market's sensitivity to external factors (such as the pandemic), it's vital for tourism companies to have a real-time, comprehensive view of travel volumes and destination trends. This enables fast, data-driven business decisions and effective short-term service adjustments.

Everything changed after meeting the DAN Electronic team and testing InfoServ CRM. A standout feature for Elfy Tours is the ability to organize activities into sequential workflows and ensure team member interchangeability. The Task Management module delegates and tracks tasks, synchronizes calendars, and includes an internal chat. On a managerial level, the CRM enables detailed analysis of employee activity and contribution.

Additional Information

Elfy Tours is a travel agency that has successfully operated on the Bulgarian market since 1998. It employs 10 people across two offices and partners with national-level companies to reach more potential clients. The agency specializes in specific destinations and is steadily expanding its portfolio. It offers original travel programs to both classic European destinations (Italy, Spain, Portugal, France) and lesser-known ones (Denmark, Poland, Norway, Finland, Sweden), as well as more exotic countries in Asia (Vietnam, Kazakhstan, Cambodia, China, Malaysia, Myanmar, Thailand, Uzbekistan, South Korea, Japan).

InfoServ CRM is a product of DAN Electronic, a Bulgarian software company with 30 years of experience in designing and developing business management systems. In recent years, the company has focused on enhancing its communication technology InfoServ and the related solutions — Call Center, Helpdesk, and CRM. Among DAN Electronic’s clients are UniCredit Bulbank, Central Cooperative Bank, Armeec Insurance, Groupama, Generali, BORICA, iCard, myPOS, In Time, Apollo 2000, Pamporovo, Albena, Wave Resort, Grifid Hotels, Grand Hotel Resorts, Top Rent A Car, Sodexo Pass Bulgaria, Skyshop Bulgaria, Barcode Systems Bulgaria, Address Real Estate, CT Gaming, Efbet, Palmsbet, and the Bulgarian Sports Totalizator, among others.