A fast-growing European air travel business specializes in offering affordable fares without sacrificing quality of service. It has recently expanded its operations to multiple offices across the continent that host more than 200 employees.

The company’s marketing team confides, “Internally, you’re struggling to evaluate new platforms not only on their primary function but also their integration capabilities, which often limits our options and prevents us from picking the best tools for the job. This inevitably results in a tradeoff: Do we choose the tools that require significant manual effort to operate? Or do we choose tools that might be slightly easier to use, but can’t deliver the type of customer experience we want them to?”

Unfortunately, high customer expectations make this already-steep challenge even tougher. Air travel is notorious for having customers with very high expectations, and in some cases, very little patience with inconveniences, delays, or errors.

“Say we wanted to send a survey to customers who recently flew with us. How can we make sure that we’re not sending it to customers who canceled their flight? Or those that arrived at the airport and missed it? Without communication between our different data silos, we had no way of making sure the right messages went to the right people.”

The company needed a platform that was powerful enough to handle high volumes of customer data, yet flexible enough to integrate the many different applications the company had already implemented within its tech stack. 

The marketing team discovered Tray Universal Automation Cloud, which offered the power, flexibility, and speed that they needed to deeply integrate their tech stack. In addition, Tray offered connectors to the company’s most-used services, including several Oracle and AWS applications. 

The company sends notifications across a variety of channels to inform and remind passengers of any updates related to their flight. To deliver hyper-personalized notifications in real time, it uses Tray to integrate multiple customer-facing data sources directly into its CRM, Oracle CRM on Demand, then triggers the proper flow of information with automated workflows. 

“Tray's out-of-the-box connectors let us consolidate our data into a single, real-time record of customer activities in our CRM,” the team explains. “That, in turn, lets us notify our passengers instantly with things like booking confirmations and add-ons, while also ensuring that we aren’t sending frustrating duplicate notifications like check-in reminders after you’ve already completed the check-in process.” 

“For high-growth companies, the ability to drive process and budget efficiencies is huge. Tray has enabled us to consolidate our tech stack into a set of best-in-class tools. It really is our SaaS Swiss Army knife.”

“Instead of buying multiple one-off solutions, we use Tray to make good on our promise to deliver an exceptional customer experience. When we evaluated the cost of adding three to five more niche tools, our tech budget shrunk by more than $60,000,” says the marketing team.

“Additionally, Tray has been a huge timesaver internally. Before, flight cancellations took our support teams about an hour and a half to retrieve and notify our customers. Now, that process takes about 15 seconds, which makes the process more than 300x faster.”