Tourism Holdings Ltd is the biggest tourism company in New Zealand, with operations also in Australia and the USA. THL were keen to investigate the benefits of a CRM system that will provide them with a single view of the customer and the associated vehicle. To understand how this objective was achieved please read on for access to the detailed case study...
THL is split into 3 divisions: Manufacturing, Rentals and Sales. These divisions are run separately under the parent company THL and in effect follow the lifecycle of the motor home as it moves from the Manufacturing business into Rentals, and then into the Sales Business.
Keith Chilek(Chief Technology Officer) had a vision of a centralised view of the customer across one organisation and realised that the implementation of a CRM platform was a critical part of the master plan, beginning with the Sales division: the RV Super Centre in Albany.
