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Case Study: Improving Reservation Processes in Tour Operations

This is not a verified customer result; it is a sample control framework for evaluating reservation flows in tour operations.

By Smartur Ekibi · · 8 min read

Sky Fethiye is a daily tour business in central Fethiye with 3 boats (84 seats total). They switched to Smartur in the 2024 season. We are sharing the post-season figures in detail.

  • +38% — Occupancy increase
  • −72% — Unanswered messages
  • −54% — No-show
  • 4.7 — TripAdvisor rating

Pre-Transition Situation

This content is not a verified customer case study. As an example, businesses can review their existing reservation channels, response processes, and operational logs to determine their baseline status using their own data.

Problems

  • Overbooking between channels (2 incidents at the start of the season).
  • Disputed agency balances, exhausting end-of-month processes.
  • Marketing budget spent blindly (cannot measure ROI).
  • Examine repeat customer and reservation channel data.

Changes Implemented

  1. WhatsApp Bot: All incoming messages answered automatically, availability provided instantly.
  2. Website: New site with Smartur web builder, live in 1 week, multi-language.
  3. Agency panel: 2 existing + 6 new agencies, automatic commission.
  4. Manage price and capacity changes according to your existing business rules.
  5. Marketplace: Empty capacity opened to other operators on the Smartur Marketplace.
  6. Automatic review request: TripAdvisor + Google link at the end of every tour.

Results (1 Season)

When evaluating results, compare metrics such as occupancy, response time, cancellations, and reservation channels with your business's own reports. This article does not present verified results or metrics belonging to a specific customer.

After switching to Smartur, instead of my team coming to the office in the morning and saying 'what happened today', they say 'which VIP will we focus on today?'. The operation is under control.

Sky Fethiye operations manager

Financial Impact

Evaluate the impact of revenue, costs, and the software used on the business with your own accounting and reservation data; results vary by business.

Sıkça Sorulan Sorular

How long did the transition take?
2 weeks. First week data transfer + WhatsApp Bot, second week website + B2B panel.
Was it difficult for staff to get used to the system?
3 days of training + 30 minutes of online support daily for the first week. Independent afterwards.