How PackUrBag strengthened its customer response and operations with TravCloud.
Same team. Same working day. A different operating system underneath it.
Figures are reported by PackUrBag for the period following implementation and are rounded. Every TravCloud implementation is configured around the agency's own brand, packages, pricing rules and workflows, so results will differ.
A growing brand, and a sales desk absorbing everything.
PackUrBag was generating demand faster than it could service it. Enquiries came in through Meta campaigns, referrals and direct WhatsApp messages — often in the evenings, often on weekends, and always with the same opening questions about destinations, inclusions, visas and payment terms.
The team answered them. That was the problem. Skilled salespeople were spending their day on first responses and repeat FAQs, then building quotations by hand from supplier messages and spreadsheets, then trying to remember who still needed a follow-up.
TravCloud took the front desk. The team kept the sale.
We put TravCloud in front of the enquiry flow: instant WhatsApp response at any hour, structured qualification of every lead, recommendations drawn only from PackUrBag's approved packages and rates, and quotations, itineraries and travel documents generated in PackUrBag's own branding.
Follow-up moved off individual memory and onto the system. Management got a daily view of enquiries, qualified leads, quotes issued and conversations that had gone quiet.
- First response, day and night
- 50+ recurring FAQs
- Requirement capture and lead profiles
- Package recommendation from the approved catalogue
- Quotation, itinerary and document preparation
- Follow-up scheduling and daily reporting
- Final consultation with the customer
- Negotiation and commercial exceptions
- Complex and high-value itineraries
- Payments
- Booking closure
- The customer relationship, start to finish
More enquiries serviced, less of the day spent on repetition.
Enquiry throughput moved from fewer than 10 a day to around 150, with customers getting a real response inside three minutes instead of waiting for office hours. Roughly 60% of the repetitive staff effort came out of the day, and about half the routine time was returned to the team.
The team is relieved of repetitive day-to-day work and can dedicate more time to sales, customer relationships and business growth — which was the point. Final consultation, negotiation and booking closure remain with PackUrBag's sales team.
How to measure TravCloud in your own agency.
Ask any vendor — us included — to be judged on these. Take a baseline in week one, and compare at 30, 60 and 90 days.
Response time
Median time to first response, and the share of enquiries answered within your target service level — split by office hours and after hours.
Time to first quote
From qualified enquiry to a quotation the customer can actually act on.
Follow-up coverage
What proportion of open proposals received a timely follow-up, and how old your oldest unattended opportunity is.
Conversion by source
Conversion rate broken out by lead source, destination, advisor and campaign — not one blended number.
Margin consistency
Gross margin variance and how often pricing was overridden, and by whom.
Admin hours per booking
The honest one. How much desk work does each booking still cost you?
We will help you set the baseline during Discover, including the numbers that make us look bad.
What would this look like in your agency?
Thirty minutes, your real enquiry flow, and a straight answer about whether TravCloud is worth your time.