Case study

An evergreen approach to growth

Delivering personalised, customisable and consistent client experiences.

Sports Travel Company

Consulting Services

Digital marketing, digital sales, analytics, e-commerce, user experience, and user interface.

Framework

Design thinking, market research, research and development, and agile.

Challenge

Our client is a sports travel company that designs, packages, and delivers sporting experiences to its clients.

While they were showing steady growth and had a strong loyalty with their corporate clients, they were looking to strategically expand their offering and acquire new clients in a new segment.

They turned to us to help them with their ambitious plans of expanding while minimising risk and staying true to their brand values and mission to create memorable experiences for fans.

Numbers at a glance

129%

Return on investment.

48%

Reduction in client acquisition costs.

24%

New client segment acquisition.

Solution

After interviewing leaders and staff to evaluate their capabilities, we then conducted a market analysis to identify their new target clients and understand their needs better to minimise the risk of expansion.

We uncovered that the new client segment wanted flexibility and convenience when planning their trips. They also wanted more control in the way they experience an event.

Our focus was to help the organisation with a new offering, reach their new client segment in the channels that appeal to them, and create messaging that resonates with the new segment without compromising the brand values and existing corporate clients.

We worked with their leaders and a client focus group to design a new sales process, an order fulfilment process, and products where the client could pick and choose their own packages: ticketing, accommodation, groups, and tours.

We then co-designed and implemented an e-commerce platform that works as a standalone platform and connects to various online channels for clients to shop and purchase their flexible packages wherever they are.

Result

Our solution resulted in a successful penetration of the new segment with a 24% increase in new client acquisitions, and growth of their product offering and revenue without increasing their overheads to improve profitability.

By implementing an e-commerce platform, the organisation automated their sales process for the new client segment and created a new avenue of access to their business to free up their sales consultants to focus on growing their corporate clients.

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