How Secret Namibia solved Customer Relations Difficulties with Kommo

Interview with Johan Nieuwoudt from Secret Namibia

Secret Namibia is located in Swakopmund, Namibia, and serve various clients looking for Safaris from around the world and the ultimate Namibian Safari experience. Secret Namibia specializes in creating personalized luxury safaris in Namibia. With the business being relatively young, Secret Namibia are focusing on growth and the opportunity to expand into other southern African countries.

When you start a travel agency, one of your major thoughts is how to grow and expand; you begin to think of various ways to make your work easy and maintain quality. However, the complexity of it is that there are multiple parts to it. One of the major challenges that every business must pay attention to is their customer relationship, as this serves as a bedrock for the progress of any business.

This is the same thought that runs through those from Secret Namibia. While speaking to the sales and customer service representative, Johan mentioned that to fulfill their desire to grow and give each of their customers the ultimate Namibian Safari experience, “We need a platform that allows us to serve clients from anywhere in the world with immediate responses and in the most responsible and professional manner.”

Johan recognizes the need to maintain good customer relationships to attain growth expansion and fulfill the company's goals. This desire was indeed strong in their hearts as he further admits, “We were struggling to find a suitable CRM for our business.” Secret Namibia needed a CRM for their travel agency.

CRM is a technology that helps manage and track your company's relationships and interactions with its existing and potential customers. CRM software is designed to foster easy communication.

After trying out various CRM for travel agencies, peace finally came to the troubling heart of those at Secret Namibia. Kommo served as a guiding light into the success that Secret Namibia had always desired. Within eight months of using Kommo, the representative from Secret Namibia states, “Kommo has been like a lifesaver for our business. We can see that Kommo will help us in the growth of our business as it's completely scalable.”

We can call Kommo our knight in shining armor for those who would choose and use the software, as the representative also says, “Since using Kommo, we've been able to convert more inquiries into sales than when we were using other CRM software.” We should highlight the benefits that Secret Namibia began to enjoy as they chose Kommo as their CRM software.

First was the ability to integrate various interactions into a unified inbox channel. Johan says, “We have integrated our email, live chat, and social media channels into a central point in Kommo, and it also gives us instant access to all of our communication channels.” Kommo centralizes all the customer information and communication into one place, streamlining the entire process from start to finish.

Once you receive a qualified lead (a potential customer), it gets assigned to a staff member, and then it goes through various stages, each where Kommo plays an integral part in finalizing the sale. In fact, with the mobile app, you can even receive notifications at any time, anywhere that you are.

But what happens when you cannot take some messages or perceive that some customer interactions are routine work that consumes time you could use for other tasks? Secret Namibia's representative mentions a feature that makes Kommo stand out: “The bots and automation in Kommo have given us the flexibility to automate many of the tasks that would normally have been done manually.”

In Kommo, we refer to our bots as salesbot. This might seem like a lot, but it is not, as you do not need any technical knowledge to set up these bots and automate your task. “Learning Kommo was very easy. It is very customizable, and it keeps you on top of your business all the time,” he explains.

Kommo does not only help with communication with customers but also gives you the ability to see what is happening in the sales department.

You can see how many deals you have closed and the total revenue for the deals you completed (that day, the previous day, that week, or that month). This particularly incentivizes you to close more deals since you will be able to see clearly the growth you have made financially (which is also an essential aspect of company growth).

The representative from Secret Namibia agreed on this, saying “Since we started using Kommo, we've been able to convert more sales in a shorter space of time.”

Another benefit Johan brought to our notice was the ability to track their employee tasks. He says, “We can also see whether employees are completing their tasks within a given time. It sends certain people with certain tasks notifications, and they also have to mark all their tasks as completed.” With the salesbot, you can automatically assign tasks to your team. This is a lot of manual work solved with Kommo.

Johan concludes, “We needed a bulletproof CRM solution, and Kommo definitely offered us that. I would recommend giving Kommo a try”.

Kommo, a certified CRM for Travel Agencies, does not need to hoot its horns because we have customers who, with the positive outcome they have experienced since they made us their guiding light, can do just that.