Nicolaus: a bespoke tourism and travel group using Salesforce and Atlantic Technologies

The Project

Nicolaus is an Italian family business, leader in offering touristic services that range from the planning, designing and distributing tourist packages in Italy and around the world. Under this vast umbrella, Nicolaus’ well established brands are Nicolaus Club, Valtur, Mare Italia and Raro.

To meet the challenges in tourism and respond to the current trends of travellers, Nicolaus partnered with Atlantic Technologies to digitize their system with the aim of achieving the following objectives:

• understand the customers’ travel preferences and offering targeted and personalized communication;
• create dynamic and enjoyable travel offerings to increase customer engagement and bookings;
• offer a bespoke service focused on special attention for higher satisfaction and loyalty.

The results

Thanks to the adoption of the Salesforce CRM suite and digitization, Nicolaus has a comprehensive view of the traveler and of the progress along the entire journey.

The digitization project with Atlantic helped Nicolaus to have a “proactive and reactive” approach with their customer. Since adopting the new system, Nicolaus is now capable of responding in real time to the customer’s requests and activity and further, they have the possibility to anticipate the clients interests and needs when communicating with them, thanks also to the implementation of AI solutions that provide predictions and recommendations based on previous behavior. Nicolaus is now able to manage various processes digitally and also take care of their customers before, during and after their return home.

For years to come, Nicolaus will continue utilizing and enhancing its Salesforce technology in order to continue expanding its offering to its customers, strengthen the customer-brand relationship and increase its competitiveness on the market.