CS-2026-001 · IND-TRV
Tourism lead system
A travel operator losing enquiries between WhatsApp and the phone.
The challenge
What was actually failing.
Enquiries arrived across five channels — website form, Meta lead ads, Instagram DMs, WhatsApp and phone — with no single record of any of them. Nobody in the business could state how many enquiries came in last month, how many were unanswered, or which channel produced the bookings.
Meta campaigns ran seasonally, stopping between peaks, so the ad account restarted from learning each time and cost per enquiry rose year on year. Ads pointed at the homepage rather than at pages for the destinations being advertised.
The strategy
The decision, and what we chose not to do.
We fixed the catch before increasing the spend. Adding budget to a system that loses enquiries produces more lost enquiries, so the first phase was capture and routing rather than campaigns.
We deliberately did not rebuild the main website. It was slow but functional, and rebuilding it would have delayed the work that mattered by months. Destination landing pages were added alongside it instead.
The system
What connects to what.
One enquiry list
All five channels into a single pipeline with the source recorded automatically.
Instant WhatsApp response
Automated acknowledgement and qualification at any hour, routed to an available consultant.
Destination landing pages
A page per destination and package, replacing homepage traffic from ads.
Travel-cycle CRM
Stages matching enquiry, itinerary sent, quote, deposit and booked.
Follow-up automation
Sequences covering the days between enquiry and decision.
Continuous campaigns
Lower-budget off-season activity so the ad account stops restarting from learning.
The execution
What was built and what was run.
Built
Landing pages, WhatsApp capture, lead routing, CRM and follow-up automation.
Run
Meta Ads across destinations and seasons, Google Ads on high-intent search, and creative production.
Timeline
[CONTENT TO VERIFY — confirm project duration.]
Team
Softtonix build and growth teams, working against one backlog.
The outcome
Results.
- Metric
- [ INSERT VERIFIED RESULT ]
- Time window
- [ INSERT MEASUREMENT WINDOW ]
- Source
- [ INSERT PLATFORM / ANALYTICS SOURCE ]
- Attribution model
- [ INSERT ATTRIBUTION MODEL ]
- Compared against
- [ INSERT BASELINE PERIOD ]
What we would do differently
One honest paragraph.
[CONTENT TO VERIFY — write this from the actual project retrospective.]
This section stays in every case study we publish. A case study with no misstep in it is marketing rather than a record, and readers know it.
Have a similar problem?
Tell us how enquiries move through your business today and we will show you where the leak is.