Boat Bike Tours: Overcoming peak season bottlenecks with Agentforce

Boat Bike Tours (BBT) is renowned for its unique travel experiences, seamlessly combining cycling and sailing across Europe’s most picturesque destinations. Every year, thousands of adventurers embark on these unforgettable journeys. However, behind the scenes, managing such a high volume of international bookings presents a complex challenge—especially during peak season. As demand surges, BBT must navigate a sea of quote requests, ensuring customers receive timely and accurate proposals while maintaining operational efficiency.

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The Challenge: A Seasonal Surge in Demand

Each year, Boat Bike Tours processes approximately 12,000 quote requests, with the majority flooding in during peak months like January. At the height of the season, up to 300 requests pour in weekly, creating bottlenecks that slow down operations.

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The challenges were clear:

• High Workload in Peak Season – The influx of requests stretched the team’s capacity, making fast responses difficult.
• Manual and Time-Consuming Processes – Employees spent an average of 15 minutes per quote, compiling information manually.
• Extended Customer Wait Times – The backlog led to delays in quote delivery, impacting customer experience and potential bookings.
• Inefficient Resource Allocation – Without automated insights, optimising ship availability, cabins, and additional services was a complex and reactive process.

BBT needed a smarter, more agile approach to manage seasonal spikes without compromising service quality. Here goes, Agentforce.

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The Solution: Intelligent Automation with Agentforce

To tackle these challenges, Boat Bike Tours partnered with Gen25 to implement Agentforce, an AI-driven automation solution designed to enhance efficiency and customer satisfaction. By integrating Salesforce Data Cloud with a custom data model, Agentforce streamlined BBT’s quoting process from start to finish.

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Here’s how it transformed their operations:

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Automated Quote Recommendations

• Agentforce integrates real-time data on ships, cabins, bikes, costs, and additional services.
• Using AI-driven insights, it generates the top three most suitable offers for each customer.
• Employees can review, refine, and finalise quotes in minutes before sending them out.

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Seamless Data Integration

• Salesforce Data Cloud centralises customer and product information, ensuring each quote is tailored to individual preferences.
• Employees gain instant access to relevant details, enabling personalised recommendations.

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Faster Processing & Instant Dispatch

• Thanks to automated recommendations, BBT aims to have 60% of quote requests processed and sent immediately.
• Customers will receive a personalised quote via email with curated travel options, enhancing their booking experience.

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The Results: A Game-Changer for Efficiency and Growth

The prevision of the  impact of Agentforce will be measurable:

• Time Savings – Quote processing will drop from 15 minutes to just 6 minutes, drastically reducing workload.
• Enhanced Customer Experience – Faster responses will lead to improved customer satisfaction and engagement.
• Optimised Resource Allocation – Ships, cabins, and travel packages will be better utilised, maximizing availability and revenue potential.
• Improved Peak Season Performance – With streamlined processes, BBT will be able to focus on more requests without overburdening staff.

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Looking Ahead: Scaling for the Future

With Agentforce, Boat Bike Tours has not only conquered its seasonal challenges but has also laid the groundwork for long-term innovation. Looking forward, the company aims to further enhance automation, increasing the automatic processing rate from 60% to 70-80%. This ensures continued scalability, efficiency, and growth.

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Conclusion

What started as a challenge—managing an overwhelming surge of quote requests—has turned into an opportunity for transformation. Thanks to Agentforce, Boat Bike Tours can now navigate peak seasons with confidence, providing faster service, optimising resources, and delivering an exceptional customer experience. With AI-driven automation, the journey toward efficiency and growth is smoother than ever.

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Want to know more about how we helped BBT implement Agentforce? Watch our webinar with our live demo: click here!