Most travel enquiries go cold within 24 hours not because the prospect wasn't interested, but because nobody followed up in time. Horizon now responds in 90 seconds, nudges if there's silence, and passes warm leads directly to the right sales person the moment they engage
Most travel enquiries go cold within 24 hours not because the prospect wasn't interested, but because nobody followed up in time. Horizon now responds in 90 seconds, nudges if there's silence, and passes warm leads directly to the right sales person the moment they engage
Lead capture, nurture & close
Lead capture, nurture & close
Client
Horizon Travel Co.
Client
Horizon Travel Co.
Location
Melbourne, Vic
Location
Melbourne, Vic
Timeline
4 weeks to live
Timeline
4 weeks to live
Industry
Travel & Experience
Industry
Travel & Experience
Ownership
Client owned system
Ownership
Client owned system
Pricing
Flat-fee, no lock-in
Pricing
Flat-fee, no lock-in
Horizon Travel Co.
Horizon Travel Co.
60%
of enquiries received no follow-up after the first unanswered message
No nudge sequence
if they didn't reply, that was it
$8k–$25k bookings lost to silence
No visibility into which leads were still warm
60%
of enquiries received no follow-up after the first unanswered message
No nudge sequence
if they didn't reply, that was it
$8k–$25k bookings lost to silence
No visibility into which leads were still warm
4.2 days
Average time before a new lead received any response from the team
Enquiries sat in a shared inbox until someone had time
No ownership, no tracking, no urgency signal
Prospects had already called 3 competitors by then
4.2 days
Average time before a new lead received any response from the team
Enquiries sat in a shared inbox until someone had time
No ownership, no tracking, no urgency signal
Prospects had already called 3 competitors by then
Leads came in through the website and Instagram. The team responded when they had time — sometimes 4 days later. Most prospects had already booked elsewhere
Leads came in through the website and Instagram. The team responded when they had time — sometimes 4 days later. Most prospects had already booked elsewhere
Problem 1
Problem 1
The moment an enquiry lands, a personalised WhatsApp fires within 90 seconds, name, destination, and occasion pulled directly from the form.
The Solution
Fires the moment the form is submitted
Name, destination, occasion, and dates pulled from the form. Never reads like a template.
First to reply wins
Travellers comparing agencies remember who responded first. Horizon is always first always.
Preferences captured automatically
Villa, boat day noted from the conversation. No second call needed to gather this.
The moment an enquiry lands, a personalised WhatsApp fires within 90 seconds, name, destination, and occasion pulled directly from the form.
The Solution
Fires the moment the form is submitted
Name, destination, occasion, and dates pulled from the form. Never reads like a template.
First to reply wins
Travellers comparing agencies remember who responded first. Horizon is always first always.
Preferences captured automatically
Villa, boat day noted from the conversation. No second call needed to gather this
Preferences captured automatically
Villa, boat day noted from the conversation. No second call needed to gather this.
How it works: The moment a lead replies after a nudge, the system detects the engagement, pulls the full conversation history, writes a summary, and pushes it to Emma via Slack, along with an email. Emma never starts a conversation cold. She knows exactly who Priya is and what she wants before she types a single word
How it works: The moment a lead replies after a nudge, the system detects the engagement, pulls the full conversation history, writes a summary, and pushes it to Emma via Slack, along with an email. Emma never starts a conversation cold. She knows exactly who Priya is and what she wants before she types a single word
If the lead reads but doesn't reply, a 14-day nudge sequence.
starts automatically. Context-aware, not generic.
If the lead reads but doesn't reply, a 14-day nudge sequence.
starts automatically. Context-aware, not generic.
Nudge if silent
Nudge if silent
Day 1
Initial WhatsApp sent no reply.
Priya opened the message but didn't respond. The system detects the read receipt and starts the nudge sequence automatically.
Day 1
Initial WhatsApp sent no reply.
Priya opened the message but didn't respond. The system detects the read receipt and starts the nudge sequence automatically.
Day 2
Soft nudge, WhatsApp
"Hi Priya, just wanted to check if you had any questions about the Amalfi trip. Happy to send a couple of itinerary ideas if you'd like a feel for what's possible".
Day 2
Soft nudge, WhatsApp
"Hi Priya, just wanted to check if you had any questions about the Amalfi trip. Happy to send a couple of itinerary ideas if you'd like a feel for what's possible".
Day 5
Email with 3 real Amalfi villa options matched to her budget and party size. Subject: "The villa we think you'll love, Priya." Looks hand-picked. Sends automatically.
Day 5
Email with 3 real Amalfi villa options matched to her budget and party size. Subject: "The villa we think you'll love, Priya." Looks hand-picked. Sends automatically.
Day 10
Gentle urgency: WhatsApp
"March availability on the Amalfi coast for 2026 is starting to fill up - didn't want you to miss out. Let me know if you'd like to lock something in."
Day 10
Gentle urgency: WhatsApp
"March availability on the Amalfi coast for 2026 is starting to fill up - didn't want you to miss out. Let me know if you'd like to lock something in."
Day 14
If still no engagement: lead is auto-archived and marked as inactive. Pipeline stays clean. If they re-engage at any point, the sequence restarts.
Day 14
If still no engagement: lead is auto-archived and marked as inactive. Pipeline stays clean. If they re-engage at any point, the sequence restarts.
Once a client is on holiday, they don't need a sales pitch. They need answers. What's my PNR? What time is check-in? Where is the hotel? How far is the drive? Where should we eat tonight? The holiday assistant has every answer instantly, 24/7; without pulling a single consultant away from new business.
Once a client is on holiday, they don't need a sales pitch. They need answers. What's my PNR? What time is check-in? Where is the hotel? How far is the drive? Where should we eat tonight? The holiday assistant has every answer instantly, 24/7; without pulling a single consultant away from new business.
Holiday assistant
Holiday assistant
Problem 2
Problem 2
Can you send me my PNR?
"We're at the airport and the airline is asking for our booking reference and I can't find the email." Consultant gets the message, searches the inbox, digs through the booking system. 20 minutes of back and forth for a number that was already there
Can you send me my PNR?
"We're at the airport and the airline is asking for our booking reference and I can't find the email." Consultant gets the message, searches the inbox, digs through the booking system. 20 minutes of back and forth for a number that was already there
"What time is check-in at the hotel?"
"We land at 10am, will our room be ready?" Consultant checks the booking, finds the hotel's standard check-in policy, types it out. Repeated for every client, every trip
"What time is check-in at the hotel?"
"We land at 10am, will our room be ready?" Consultant checks the booking, finds the hotel's standard check-in policy, types it out. Repeated for every client, every trip
Where is the hotel exactly? How far from the airport?
"We've just landed in Paris, how do we get to Le Marais from CDG?" Basic location question. But multiply it by every client who forgets to screenshot the details before they fly.
Where is the hotel exactly? How far from the airport?
"We've just landed in Paris, how do we get to Le Marais from CDG?" Basic location question. But multiply it by every client who forgets to screenshot the details before they fly.
Where should we eat tonight in Paris?
Any good restaurant recommendations near where we're staying?" Not urgent. But the client wants a personal answer, not a Google search. And the consultant is in the middle of a call with a new lead.
Where should we eat tonight in Paris?
Any good restaurant recommendations near where we're staying?" Not urgent. But the client wants a personal answer, not a Google search. And the consultant is in the middle of a call with a new lead.
At 5:42am at the airport, Priya needs her flight reference. The assistant pulls it instantly. No consultant needed, no inbox search, no wait.
At 5:42am at the airport, Priya needs her flight reference. The assistant pulls it instantly. No consultant needed, no inbox search, no wait.
The Solution
The Solution
Every booking detail, always available
PNR, airline reference, gate, departure time is pulled from the booking record and sent in seconds. No inbox search.
Every booking detail, always available
PNR, airline reference, gate, departure time is pulled from the booking record and sent in seconds. No inbox search.
Check-in policy from the booking
The assistant knows what's in the booking: including early check-in terms and shares it in plain language, not a PDF attachment.
Check-in policy from the booking
The assistant knows what's in the booking: including early check-in terms and shares it in plain language, not a PDF attachment.
5:42am, at the airport, no consultant needed
This is the question a consultant would get woken up to answer. Now it resolves itself before anyone's alarm goes off.
5:42am, at the airport, no consultant needed
This is the question a consultant would get woken up to answer. Now it resolves itself before anyone's alarm goes off.
Just landed in Paris and want to know how far the hotel is, and where to eat tonight. Purely informational, nothing in the booking changes.
Just landed in Paris and want to know how far the hotel is, and where to eat tonight. Purely informational, nothing in the booking changes.
Hotel address and travel options
Taxi cost, travel time, public transport option, all shared in one message. The client arrives relaxed, not scrambling on Google Maps.
Hotel address and travel options
Taxi cost, travel time, public transport option, all shared in one message. The client arrives relaxed, not scrambling on Google Maps.
Restaurant recommendations that feel personal
Tailored to the neighbourhood and the occasion. Honeymoon dinner gets a different answer than a quick lunch. Not a generic TripAdvisor list, but to the customers preference.
Restaurant recommendations that feel personal
Tailored to the neighbourhood and the occasion. Honeymoon dinner gets a different answer than a quick lunch. Not a generic TripAdvisor list, but to the customers preference.
Purely informational
The assistant shares information only. If the client wants to book a restaurant, it gives them the number. Nothing in their itinerary is touched.
Purely informational
The assistant shares information only. If the client wants to book a restaurant, it gives them the number. Nothing in their itinerary is touched.
Feels like a concierge, not a chatbot
The tone is warm, specific, and human. Clients describe it as "like texting a friend who's been to Paris a dozen times.
Feels like a concierge, not a chatbot
The tone is warm, specific, and human. Clients describe it as "like texting a friend who's been to Paris a dozen times.
Measured against the same period from the prior year. No additional headcount. The two systems run together: one finding and closing new business, the other keeping existing clients happy while they're away.
Measured against the same period from the prior year. No additional headcount. The two systems run together: one finding and closing new business, the other keeping existing clients happy while they're away.
Eight weeks after going live.
Eight weeks after going live.
4.2d → 90s
FIRST RESPONSE TIME
Every new lead gets a personalised reply before a consultant touches the keyboard
4.2d → 90s
FIRST RESPONSE TIME
Every new lead gets a personalised reply before a consultant touches the keyboard
60% → 9%
LEAD DROP-OFF RATE
Nudge sequence re-engaged 51% of leads that would otherwise have gone cold
60% → 9%
LEAD DROP-OFF RATE
Nudge sequence re-engaged 51% of leads that would otherwise have gone cold
+$340k
NEW BOOKINGS (8 WKS)
Revenue from leads that would have been lost under the old process
+$340k
NEW BOOKINGS
(8 WKS)
Revenue from leads that would have been lost under the old process
94%
HOLIDAY QUERIES RESOLVED
PNR lookups, check-in times, hotel addresses, local recommendations — answered without consultant involvement
94%
HOLIDAY QUERIES RESOLVED
PNR lookups, check-in times, hotel addresses, local recommendations — answered without consultant involvement
0 hr
AFTER-HOURS CONSULTANT MSGS
Down from 3/4 per week consultants focus on new business not answering questions already in the system
0 hr
AFTER-HOURS CONSULTANT MSGS
Down from 3/4 per week consultants focus on new business not answering questions already in the system
4.8/5
HOLIDAY SATISFACTION SCORE
Post-trip NPS up from 3.9, clients felt looked after throughout, not just at the point of booking
4.8/5
HOLIDAY SATISFACTION SCORE
Post-trip NPS up from 3.9, clients felt looked after throughout, not just at the point of booking
Two automations. One for the moment a lead enquires: capturing, nurturing, and handing them to the right person the moment they engage. One for when they're on holiday: answering questions about their booking, sharing hotel details, pointing them to the best restaurant in the neighbourhood. Information only, instantly, 24/7. No bookings touched.
Two automations. One for the moment a lead enquires: capturing, nurturing, and handing them to the right person the moment they engage. One for when they're on holiday: answering questions about their booking, sharing hotel details, pointing them to the best restaurant in the neighbourhood. Information only, instantly, 24/7. No bookings touched.
Your clients deserve support that never sleeps
Your clients deserve support that never sleeps
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