“Now we have Voice, Ticketing, WebChat and Facebook working together to transform our operations and customer experience. Seamless conversation tracking, rapid issue resolution, and regular reporting have become the cornerstones of our success. Thanks to Daktela we can deliver a faster, more efficient service to our clients.”
Roxy Travel, a growing travel agency with over 116,000 Facebook followers, turned to Daktela to unify its communication channels and improve operational efficiency. Facing challenges such as the lack of a proper ticketing system, fragmented CRM, and disjointed social media and web communication, the agency sought a centralised, omnichannel solution to serve its expanding customer base.
With Daktela, Roxy Travel implemented Voice, Ticketing, CRM, Webchat, and Facebook Chat modules. This enabled seamless tracking of conversations, improved customer service, and increased internal efficiency. The solution led to a 20% increase in ticket resolution, a 10% growth in the CRM database, and enabled the team to manage and personalise customer relationships more strategically.
Activating Facebook Messenger chat brought in around 80 quote requests per month, while the addition of webchat contributed to 60 extra monthly enquiries, enhancing conversions and satisfaction. Furthermore, by eliminating unnecessary mobile subscriptions, Roxy Travel achieved cost savings and improved financial efficiency.
Thanks to Daktela’s tailored solution, Roxy Travel now benefits from real-time visibility across all communication channels, faster issue resolution, and a scalable setup that supports its future growth.
