Fred. Olsen Cruise Lines uses Zoho CRM Plus to deliver exceptional customer service.

When Nicki Gordon, CRM Manager at Fred. Olsen Cruise Lines devised her CRM transformation strategy, she wanted to create a 360° view of every guest and their bookings, past and present. Teaming up with A2Z Cloud, a premium UK Zoho partner, Nicki embarked on an epic software journey to deploy the Zoho CRM Plus bundle of apps, a project that benefitted almost every department of the 175-year-old business.

By connecting multiple data points and digitising its guest services daily log inside the CRM, Nicki and the experts at A2Z enabled Fred. Olsen's ship side and shoreside crew to deliver deeply personalised guest experiences and improve incident response times. By collecting guest feedback using Zoho Survey, they illuminated changes that would catapult the company's NPS score. By layering Zoho Analytics over Zoho CRM, they unlocked invaluable insights about cruising trends to inform senior leadership decision-making. And by implementing Zoho Marketing Automation, Nicki and A2Z developed personalised email campaigns that triggered increased engagement and revenue.

Dive into this video to see why Nicki concludes that "Zoho as a platform has been an incredible advantage."

Learn more about Zoho CRM Plus: https://zurl.co/IHNv
Learn more about Fred. Olsen Cruise Lines: https://zurl.co/wERu
Learn more about A2Z Cloud: https://zurl.co/7tWL





Chapters:
00:00 - 00:13 - Intro
00:14 - 00:28 - Meet Nicki Gordon, CRM Manager
00:29 - 01:51 - Discover Fred. Olsen Cruise Lines
01:52 - 03:55 - The CRM transformation strategy
03:56 - 06:06 - Partnering with A2Z Cloud
06:07 - 06:46 - Restructuring the CRM for data visibility
06:47 - 07:51 - Unlocking deeper insights with reports
07:52 - 09:55 - Digitising the guest services daily log
09:56 - 10:51 - Increasing ROI for direct mail campaigns
10:52 - 12:44 - Capturing NPS scores with Zoho Survey
12:45 - 15:00 - Tailored campaigns with Zoho Marketing Automation
15:01 - 16:57 - A word from A2Z Cloud's technical experts
16:58 - 17:51 - Looking to the future with Zoho & A2Z Cloud