Elevating Customer Experience: Digital Transformation of Divine Horizon's Private Tours

Background

Divine Horizon, an exclusive private tour guide company, with a clientele that includes high-profile figures such as Bill Gates, Mariah Carey, and Magic Johnson. Despite their elite reputation, their commitment to treating every guest like a VIP sets them apart.

Their tours span major Italian destinations, including Rome, Venice, Florence, and Naples, and they operate under additional brands like Love Holidays and Rome Top Tours.

In 2023, they faced a major challenge: they needed a complete digital transformation. With more than 50 diverse tour options, they wanted a solution that would allow guests to easily navigate and choose the right tour. They also wanted a new website that would reflect the elegance and authenticity of Italian culture while enhancing their online booking experience.

Challenges and Pitfalls

Before collaborating with Orioly, Divine Horizon was using various booking systems that failed to meet their expectations, particularly in user experience. Their current website didn’t match their premium brand, and managing their array of tours through multiple platforms was inefficient. As a result, they needed:

• A more user-friendly booking process,
• An elegant, Italian-inspired website,
• The ability to increase sales through hotel partnerships and direct online bookings

Solution

With a deep expertise in travel tech and a 10 year experience, Orioly addressed Divine Horizon's challenges by offering a blend of technology and user-centric design.

Here’s how Orioly approached it:

1. Tour Organization & Booking Optimization

???Orioly streamlined their extensive tour offerings into a system that allowed easy online bookings. This made it simple for guests to find and book their ideal tour, ensuring a smooth experience from the first click.

2. Hotel Referral Integration

???Since a significant portion of Divine Horizon’s customers are referred by hotel staff, Orioly created a custom solution that allowed tours to be booked directly through partner hotels, driving additional revenue streams.

3. Elegant Website Design

???Orioly's team developed a new website that captured Italy’s rich culture and history. The site features a sleek design inspired by Roman and Italian heritage.

Key features include:

• A dynamic map of Italy, enabling visitors to select and explore different destinations.
• A custom-designed chat assistant, Dante, adding a personal touch to guide guests to the best tours.
• User-friendly interface that aligns with Divine Horizon’s premium service.

4. Advanced Booking Technology?

?To further improve their operations, Orioly implemented an online booking system, enabling the team to manage direct bookings and optimize their sales channels. The platform offers real-time insights and data analytics, giving Divine Horizon the opportunity to make data-driven decisions.

Results

Thanks to Orioly’s solution, Divine Horizon saw a significant transformation in their business. Within the first three months of the new system’s launch, they achieved:

• Decrease of the number of cancelled reservations by 40%.
• Increase of online bookings by 53.33% - comparing September 2023 and September 2024.
• Expansion of customer base because of the refined booking experience and optimized elements on the website.
• Increased booking through referrals from hotel partnerships, thanks to the new booking option for concierge services.
• Customer engagement improvement due to the personalized experience with the chat assistant Dante.
• Increased operational efficiency with the ability to manage all tours and bookings under a single platform.

"We're delighted with Orioly for their support and flexibility. The team's availability is top-notch, and their willingness to accommodate requests aligns perfectly with our business needs. Orioly has been an invaluable asset, and we anticipate continued success through our partnership."        

This collaboration between Orioly and Divine Horizon emphasizes the impact of technology in providing premium customer experiences. Orioly remains committed to supporting Divine Horizon in reaching new heights of success.

Do you want to find out how a Booking and Management solution can improve your business? Book a call for a demo!