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Case Study

Cruise Line Sees Increase in Rebooking Trips with Branded Calling

A cruise line struggled to rebook previous passengers because its outbound calls were indistinguishable from the daily deluge of robocalls. Without brand identification, even loyal travelers were hesitant to answer, leading to defensive interactions, short call durations, and stagnant conversion rates. Branded calling replaced anonymous numbers with the cruise line's official brand name, ensuring that every answer came from a high-intent passenger ready to discuss their next vacation.

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Product

INFORM

Industry

Travel & Entertainment

Use Case

Rebookings

Country

United States

27%
Engagement Rate

More calls answered with a duration of a minute or longer.

Problem

Ignored Calls Caused at Stall in Conversions

A cruise line struggled to rebook previous passengers because its outbound calls were indistinguishable from the daily deluge of robocalls. Without brand identification, even loyal travelers were hesitant to answer, leading to defensive interactions, short call durations, and stagnant conversion rates.

Solution

Connections Skyrocketed with Branded Calling

By implementing INFORM® Branded Calling the cruise line replaced anonymous numbers with its official brand name, ensuring that every answer came from a high-intent passenger ready to discuss their next vacation. The quality of the connections skyrocketed.

Results

Engagement Rates Increased 27%

With First Orion's branded calling, the quality of the connections skyrocketed, resulting in a 27% lift in calls lasting 60 seconds or longer. This transparency turned every engagement into a high-value conversation, ultimately driving a 9% increase in conversions.

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INFORM Can Benefit Your Business

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