How One Travel Brand Got More Bookings with Redtag’s Booking Solution

Read how a tourism company simplified and scaled its tour booking operations using Salesforce, Agentforce, and Marketing Cloud, delivering faster service, fewer errors, and better guest engagement.

About:
The client offers curated tour packages across dozens of destinations, including guided city tours, adventure trips, cultural experiences, and private group bookings. As their catalog expanded, their internal systems couldn’t keep up. Itineraries were managed in spreadsheets. Bookings arrived via email. Customers received inconsistent communications, and upselling was nearly impossible at scale. They needed a smart, integrated system that could match their brand’s premium experience — and scale globally.
Industry:
Professional Services
Partners since:
CLOUDS & TECHNOLOGIES:
Sales Cloud
Agentforce
Marketing Cloud
Experience Cloud
The challenges

The Booking Process Was Slow, Fragmented, and Error-Prone

As demand increased, outdated tools made it harder to operate efficiently and scale.

  • Itinerary requests often took hours or days to process manually
  • No single system to check tour availability or customize options
  • Emails often missed — causing confusion and lost bookings
  • Difficult to track upsell opportunities or follow up post-trip
  • Marketing tools weren’t connected to booking history or interests

The sales team had no visibility. Guests were left waiting. And marketing lacked data to run meaningful campaigns.

The solution

One Integrated Solution for Faster Tour Sales & Happier Guests

Redtag delivered a Tour Booking Accelerator, built with Salesforce + Agentforce, tailored for the tourism and travel industry.

Key capabilities delivered:

Smart Tour Booking with Agentforce – Sales agents or customers can now search and book tours directly in Salesforce using plain language. Example:  “Book 2 spots on the Rome Food Tour this Saturday” or  “Find a 5-day hiking trip in Patagonia in October under $2,000.” Agentforce instantly pulls matching options, adds travel details, applies available promotions, and confirms in seconds.

Automated Itinerary & Confirmation Docs – Once confirmed, Agentforce generates a custom itinerary PDF — with pickup points, contact info, included services, and pricing. It’s attached to the Salesforce Opportunity and shared with the guest automatically.

Real-Time Inventory & Add-On Sync – All tour availability, hotel partnerships, and add-ons (meals, transport, excursions) are synced via ERP and Experience Cloud. No overbookings, no missing details.

Marketing Cloud for End-to-End Guest Journeys – Redtag set up personalized communications based on guest behavior: confirmation + travel tips; add-on suggestions pre-trip; real-time updates (weather, guides, changes); post-tour reviews and loyalty offers; internal alerts if feedback is poor.

Natural Language Analytics with Agentforce – Managers can ask: “Which tours have the highest upsell rate?”; “What’s our best-selling destination for groups over 6 people?”; “What’s the repeat booking rate this quarter?”. Agentforce provides quick answers, no reports required.

The RESULT

The Impact: Less Busywork, More Revenue, Better Experience

With one unified solution, the company eliminated bottlenecks, improved guest service, and unlocked new growth.

🚀 2.5× faster itinerary creation and booking time
📉 70% fewer manual errors
💬 80%+ guest comms now fully automated
📈 32% increase in upsell revenue from targeted add-ons
👥 More visibility for sales, operations, and marketing in one place

Redtag really helped us make the booking process easier to manage. Guests get timely info, and our team isn’t constantly playing catch-up anymore,”-- Director of Product & Operations, Travel Company

Maria Soviak

Let’s talk about your project!

Gracie Lynch, Account Executive
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