SOTC Turned Every Consultant into a Destination Specialist, Every Enquiry into a Live, Priced Itinerary and Every Confirmed Change into a Booking

How SOTC Travel Limited cut time to first quotation from 24 hours to within 15 minutes, answered 100% of enquiries with a priced, bookable itinerary on the first interaction, and reduced new-consultant ramp time from 3 months to 1 week.

Challenge

Most leisure enquiries begin vague. A customer arrives with a region, a rough month and a budget in mind rather than a trip. Destination expertise sat with a handful of specialists, and building a custom itinerary took hours or days across separate searches while the enquiry cooled.

Solution

Consultants share broad customer details to Pathfndr Vector in plain language and receive a structured itinerary built against live inventory at live prices, then refine hotels, activities, and multiple price points inside Constellation.

Results

Time to first quotation reduced from 24 hours to within 15 mins. 100% of enquiries answered with a priced, bookable itinerary on the first interaction. 50% of enquiries handled by a consultant without prior destination expertise. New consultant ramp time reduced from 3 months to 1 week. Service delivery rate above 99%.

In Their Words

"Our consultants can open a conversation about anywhere in the world now. If a customer comes to us with nothing more than a region and a month in mind, we can put a priced, bookable itinerary in front of them while they are still on the call — and it is no longer a question of who on the floor knows that destination." — Himanshu Sampat, Vice President – Sales, SOTC Travel Limited