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Cruise line
At dock, at sea or at port of call, every passenger interaction counts.
At HDB, we know the challenges of the cruise sector: international passengers, boarding peaks, incidents on board, port management...
Our agents take over before, during and after the trip to manage reservations, formalities, excursions or unexpected events, such as an embedded extension of your teams.
HDB Solutions is the team behind the scenes of travel professionals. Alongside brands that create unforgettable experiences, we ensure every interaction, every message, every request.
Together, let's transform waiting into welcome, service into memory, relationships into loyalty.
Nos services pour les
Cruise line
Relation client
In a sector where the onboard experience is at the heart of the brand promise, a cruise line's customer relationship begins long before boarding and extends after disembarking. Anticipation, personalization and management of seasonal peaks are major challenges.
At HDB Solutions, we take care of reservation management (cabins, categories, packages, excursions, additional services) with an approach oriented to optimizing revenue per passenger. We also insure the management of special requests (cabin preferences, medical needs, onboard celebrations) in coordination with your operational teams to ensure a smooth experience as soon as you board.
Our teams work on the support before and during the cruise, the management of lost items as well as the refunds and compensations, in accordance with your commercial policies.
Objective: to secure the passenger experience, absorb seasonality and transform each interaction into a driver of satisfaction and performance.
Nos Services pour votre Relation client :
Expérience omnicanale
In the world of cruising, the experience is no longer limited to the ship: it is built online, on mobile, on social networks and in each digital interaction, long before boarding.
At HDB Solutions, we support cruise companies in the structuring of a consistent and premium omnichannel experience. We harmonize exchanges across all contact points: website, chat, chat, messaging, email, social networks; to guarantee fluid, personalized communication that is aligned with your positioning.
We also activate levers of digital marketing to generate qualified traffic and promote your itineraries, cabins and packages. Finally, we manage your online reputation with structured follow-up of customer reviews and proactive response management, in order to protect your brand image and strengthen trust.
Objective: connect your channels, control your interactions and transform each digital touchpoint into an opportunity for engagement and conversion.
Nos Services pour votre Expérience omnicanale :
Conversion
In the cruise industry, profitability depends on the optimization of Revenue per passenger, the rise in the range of services and the ability to effectively activate Onboard earnings.
At HDB Solutions, we structure your systems of Conversion and upsell throughout the customer journey. Reduction of drop-off in the reservation tunnel, support in choosing cabin categories, promoting premium offers: we intervene directly on the conversion rate and the value of the booking.
We are also deploying strategies forTargeted upsell : upgrades, drink packages, specialty restaurants, excursions, excursions, exclusive experiences or spa services, activated at the most relevant time, pre-cruise or before boarding, via chat, voice or digital campaigns.
Objective: increase the average basket, boost additional revenue and integrate customer relationships into a global logic of yield and commercial performance.
Nos Services pour votre Conversion :
Support
In the world of cruising, operational performance is based on the fluidity of systems, the reliability of data and the perfect synchronization between the tools on land and on board.
At HDB Solutions, we ensure the technical support and integration of your digital ecosystem : booking engine, CRM, marketing platforms, embedded solutions. We guarantee the stability of flows, the consistency of the data and the continuity of service.
We deploy devices forautomation and AI to optimize the processing of requests, prioritize flows and gain efficiency, while maintaining human supervision adapted to the premium standards of the sector.
Finally, we take care of the content update and inventory management (cabins, excursions, packages, onboard services), in order to ensure reliable and synchronized information across all of your distribution channels.
Objective: controlled operations, perfectly interconnected tools and a passenger experience supported by an efficient digital infrastructure.
Nos Services pour votre Support :
Performance
In the cruise industry, performance is measured as much by the quality of the passenger experience as by operational and regulatory control.
At HDB Solutions, we set up systems for customized operational management : monitoring of KPIs (conversion rates, additional revenues, processing times, quality of service), analysis of contact flows, management of seasonal peaks and consolidated reporting for your Sales, Customer Service and Operations teams.
We also incorporate a rigorous approach to conformity : passenger data protection (RGPD), traceability of exchanges, compliance with your commercial policies and internal procedures.
Objective: a clear vision of performance, an organization aligned with your premium standards and a passenger relationship managed as a real lever for profitability.
Nos Services pour votre Support :
Tailor-made
A contact center that follows your itinerary
Whether it's premium cruises, large family ships, polar expeditions or mini-cruises in the Mediterranean, HDB adapts its teams to your operating rhythm.
Our agents support your passengers on all channels, 7 days a week, from booking to final disembarkation.
Expertise
Advisors trained in your field realities
Pre-boarding formalities, excursion management, stopover times, weather cancellations or cabin disputes: our teams speak cruise language.
They adapt to your positioning (luxury, general public, theme, etc.) and to the specific expectations of your passengers.
Technologies
Perfect integration with your tools
We operate directly in your CRMs, extranets, agency platforms or proprietary tools.
Our processes are aligned with your cancellation policies, your terrestrial partnerships and your image challenges, for perfect continuity with your commercial and embedded teams.
Customers
+ 900 customers involved in tourism
If you want support in managing your reservation service, optimizing your customer relationship strategy, or strengthening your teams during a period of high activity, do not hesitate to contact us. HDB Solutions is there to provide you with tailor-made solutions.
Workflow
Nous travaillons
avec vos outils.
Guest Inbox s’intègre directement avec les outils de commercialisation dédiés au secteur du tourisme pour garantir une expérience fluide et efficace.
Nos commerciaux, habitués à ces solutions,les utilisent au quotidien pour accompagner vos clients avec expertise et réactivité.
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