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Tour operator
Between the complexity of cases, expectations of travelers and pressure on responsiveness, customer relationships are a strategic lever.
At HDB, we support TOs in managing their customer interactions, before, during and after the trip.
Our teams take care of reservations, after-sales service, payments, payments, payments, modifications, modifications, content and technical support, with the rigor, empathy and business reflexes expected in your universe.
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
Tour operator
Relation client
At HDB Solutions, we support tour operators throughout their customer relationship, taking into account the specificities of package travel and the challenges of multi-supplier coordination.
We take care of the management of reservations and files (creation, modifications, options, additional services), with rigorous monitoring of schedules and payments. We also insure the support before departure : sending travel documents, managing formalities, processing specific requests and reminding sales.
Our teams intervene during the stay in conjunction with your receptives and DMC to manage the unexpected and protect the customer experience. We also take care of the After-sales service, complaints and refunds, in compliance with your general conditions and the obligations related to the package travel directive.
Objective: secure your operations, absorb peaks of activity and guarantee a fluid, controlled customer relationship that is in line with your margin and service quality challenges.
Nos Services pour votre Relation client :
Expérience omnicanale
At HDB Solutions, we support tour operators in structuring a fluid and coherent omnichannel experience, adapted to the complex packages of package travel.
We harmonize interactions across all contact points, website, chat, chat, email, telephone, social networks, in order to guarantee clear, responsive communication in line with your positioning. Our teams also update content and offers, including circuits, availability, allotments and practical information, to maintain reliable and synchronized data on all your distribution channels.
We integrate a genuine digital marketing approach : CRM activation, nurturing, acquisition and retargeting campaigns to support long decision cycles and maximize the generation of qualified leads. At the same time, we manage your e-reputation with structured follow-up of customer reviews and proactive management of responses in order to strengthen the trust and credibility of your brand.
Objective: connect your channels, enhance your offer and transform each digital interaction into a lever for engagement, conversion and loyalty.
Nos Services pour votre Expérience omnicanale :
Conversion
At HDB Solutions, we support tour operators throughout the entire commercial performance chain, from lead generation To the Loyalty, through conversion and upsell.
We activate systems for generating qualified leads via digital campaigns, optimized landing pages, human chat and CRM mechanisms adapted to the long decision cycles of package travel. Each contact is then treated with a closing-oriented approach: relaunching quotes, personalized support, removing obstacles to purchase.
We also structure upsell strategies with high added value: stay extensions, upgrades, exclusive experiences, insurance or complementary services. Finally, targeted loyalty actions stimulate repeat business and increase customer lifetime value.
Objective: feed your sales pipeline, improve the conversion rate, develop the margin per case and integrate customer relationships into a logic of sustainable growth.
Nos Services pour votre Conversion :
Support
At HDB Solutions, we support tour operators in the structuring, optimization and integration of their technological ecosystem.
We deploy automation and AI solutions to streamline the processing of requests, qualify leads and reduce low-added value tasks, while maintaining human supervision over high-stakes interactions.
We insure the technical support and the integration of your business tools : reservation platform, CRM, production tools, marketing automation or payment solutions. Our role is to ensure the interconnection of systems, the consistency of data flows and the stability of your infrastructure.
Finally, we take care of the management and updating of your content and inventories, including circuits, availability, allotments and practical information, in order to ensure reliable, synchronized and usable data on all of your channels.
Objective: an integrated digital ecosystem, smooth operations and technology that is fully aligned with your performance and margin challenges.
Nos Services pour votre Support :
Performance
At HDB Solutions, we help tour operators to manage their business with precision and visibility, in an environment where margin control and regulatory compliance are decisive.
We are setting up systems for customized operational management : monitoring of commercial KPIs and customer relationships, flow analysis, measurement of transformation rates, control of processing times and consolidated reporting for your production, sales and customer service teams.
At the same time, we integrate a rigorous approach to conformity : compliance with the package travel directive, application of general conditions of sale, data protection (RGPD) and traceability of exchanges.
Objective: secure your operations, reduce risks and transform customer relationships into concrete indicators of performance and profitability.
Nos Services pour votre Support :
Expertise
Management of the multi-provider journey
Our teams understand the specificities of a packaged trip: combinations, extensions, flights + hotels, transfers, insurance, excursions...
HDB supports your customers at each stage, from the request for information to the return of the stay, by integrating the logic of your stocks, allotments and production processes.
We manage complex requests with rigor, fluidity and empathy, to avoid dissatisfaction and reduce internal demands.
Technology
Seamless integration into your TO ecosystem
We operate directly in your technical environments: reservation platforms, partner extranets, CRM, ERP or in-house tools.
Our agents are trained in your scripts, your contractual documentation (CGV, insurance, cancellations), and multi-actor pricing logic.
Each interaction is traced, each exchange respects your procedures and your brand tone.
Availability
Multichannel, multilingual & high season
Whether your customers come from agencies, OTAs or directly, we provide 24/7 support on all channels: email, telephone, chat, social networks.
We absorb peaks in activity during sales, early bookings or school holidays, with advisers able to respond in several languages.
All without altering the relational quality of your brand.
Partner
A real partner in the B2B relationship
HDB also manages interactions with your distribution agencies or franchisees: file monitoring, field feedback, specific B2B requests.
We know how to talk to tourism professionals, manage emergencies on site, refer to the right people and circulate information effectively.
Your network relationship remains fluid, controlled, and qualitative.
Customer review
Continuous improvement & passenger feedback
In addition to support, we give you feedback on weak signals from the field: reasons for frustration, recurring requests, product shortcomings, or customer suggestions.
These insights help you evolve your offerings, anticipate needs, and manage your business priorities.
The contact center is becoming a strategic lever, not just a cost center.
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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