How Bon Vivant travel agency increased repeat sales with NetHunt CRM

The challenge: Lack of consistent customer engagement for repeat sales

Bon Vivant, an independent travel advisory, had never used a CRM before adopting NetHunt. As their business grew, they faced increasing challenges in understanding their clients, tracking engagement, and maintaining consistent proactive communication to always be in touch with active client’s base. To scale effectively, Bon Vivant needed a CRM solution that would allow them to proactively engage with customers and potential leads while automating communication processes.

Their requirements to CRM system:

Track client profiles, including how often they book, when they drop off, and their engagement frequency.
Collect and organize booking request details (destination, duration, budget, etc.).
Automate communication to drive repeat requests and re-engage leads who inquire but don't book, resolving missed opportunities.
Maintain a comprehensive database of industry contacts (hotel sales managers, operators, PR teams).
Automate high-volume tasks without losing the personal touch in communication.
Provide an intuitive, visual bookings pipeline for easy data entry and management.

NetHunt CRM offered the perfect solution to meet all of these needs based on statistical fields to analyse data and powerful automations features, enabling Bon Vivant to confidently scale their operations.

NetHunt CRM has significantly improved our efficiency and improved our knowledge of both the business and our clients. These improvements have definitely had a positive impact on our operations.

Emyr ThomasFounder, Bon Vivant

The solution: Structured processes and automations for proactive client engagement

To manage increasing client demands and ensure consistent follow-ups, Bon Vivant needed a solution that could automate key processes and provide real-time insights. NetHunt CRM enabled them to capture leads, track bookings, and automate interactions, helping the team stay proactive.

Capture leads from all possible sources and full information about booking request

Bon Vivant receives leads through multiple channels – website and blog inquiries, partner referrals, emails and phone calls, WhatsApp messages. NetHunt CRM automatically captures these leads and stores essential trip details in one place, including:

Travel destination
Hotel name and group
Trip dates (start and end)
Budget
Special requests (e.g., honeymoon packages)
Booking status (e.g., stay completed, canceled)

Customer record with travel-related fields: destination, hotel, budget, dates, status, and special requests

With NetHunt’s Gmail integration, Bon Vivant can instantly create new CRM records directly from email inquiries. Color-coded email labels also help identify whether a message is from an existing client, partner, or new lead, which helps in response prioritization.

Additionally, the team developed an internal web form for capturing information during phone call requests. This allows them to quickly input all essential details on the go, which are then automatically synced with NetHunt CRM.

Pipeline

NetHunt's booking pipeline provides a clear, structured view of each inquiry and trip's progress, helping Bon Vivant track and manage bookings at every stage. The pipeline is customizable to reflect the stages of the travel booking process, such as: New Inquiry, Quote Sent, Quote Accepted, Payment Completed, Booking Confirmed.

Each booking card within the pipeline contains key trip details, including dates, destination, budget, client name, and booking status. This overview helps travel advisors quickly assess where each client is in their journey and prioritize tasks accordingly.

Key benefits:

Enables monitoring of every active trip to ensure no booking or follow-up is missed.
Filters bookings by urgency, destination, or stage to help teams focus on high-priority clients and tasks.
Automates tasks like follow-ups, payment reminders, and pre-trip notifications based on pipeline stages.

Pipeline with stages relevant for travel industry and info/details relevant for bookings

Automation for Follow-Ups and Customer Experience

While Bon Vivant’s services are built on highly personalized communication, the team also has the option to automate key steps in their process thanks to NetHunt CRM. This functionality ensures that no client requests are overlooked, even though Bon Vivant chooses to contact clients individually to maintain their bespoke level of service.

For example, NetHunt CRM offers the option to:

Automatically create follow-up tasks when a booking reaches the "Offer Sent" stage to ensure timely responses.
Send pre-trip emails a few days before travel to request clients’ estimated arrival times, helping optimize their check-in experience.
Send post-trip emails inviting clients to share feedback about their experience and the service they received.

Although Bon Vivant prefers a personal touch and direct communication with each client, having the option to automate these steps provides valuable flexibility and ensures no detail is missed — all while preserving the high service standards Bon Vivant is known for.

For faster one-on-one communication, Bon Vivant uses pre-built email templates for common scenarios, such as:

Requesting additional trip details
Providing payment instructions
Hotel confirmation
Follow ups after quote is sent
Communication with hotel groups

These templates reduce response time while maintaining personalized messaging, improving the customer experience.

Re-engagement for Dormant Clients

To re-engage inactive customers, Bon Vivant uses a custom CRM view that highlights clients with no bookings or interactions for over certain months. This view helps the team quickly identify potential leads and send personalized offers, emails, or promotions. Additionally, an automated task notifies managers to reach out to these clients at regular intervals.

Last interaction date is greater than 60 days

Structured Contact Management

Bon Vivant doesn’t just manage customer relationships; they also maintain strong connections with industry partners, such as hotel chains, sales managers, and travel operators. NetHunt CRM organizes these contacts in a separate folder, ensuring that all key business relationships are easily accessible and up to date.

With NetHunt CRM, Bon Vivant now operates more efficiently, enhancing both client engagement and partner collaboration to support long-term growth.

The results: Improved operational efficiency and increased repeat sales

NetHunt CRM helped Bon Vivant simplify and optimize their operations, improving task management, making booking progress easier to track, and strengthening client engagement. These improvements laid a solid foundation for long-term business growth.

Improved operational efficiency with automation

Automation minimized manual tasks such as follow-ups, ensuring consistent communication and keeping the sales process on track.

Better task tracking with enhanced pipeline visibility

The structured booking pipeline provided real-time access to client progress, helping the team prioritize tasks.

Increased repeat business through proactive engagement

Automated follow-ups and regular check-ins strengthened client relationships, leading to proactive communication and driving more repeat bookings.

Deeper customer insights with detailed reports

Reporting tools offered valuable data on booking patterns, client activity, and drop-off points, allowing the team to fine-tune their services and communication strategies.

With these results, Bon Vivant now operates with greater efficiency and client focus, positioning the business for scalable growth and sustained customer loyalty.

Bon Vivant: How travel agency increased number of repeat sales

The challenge: Lack of consistent customer engagement for repeat sales

The solution: Structured processes and automations for proactive client engagement