M2M Ferries Redefines Travel Experience and Streamlines Bookings with Kapture CX

Situation Overview:

When M2M Ferries launched in August 2020, the demand for a safe, efficient alternative to road travel was unexpectedly high especially in the wake of the pandemic. With a surge in bookings and increasing customer inquiries, the company quickly realized the need for a robust CRM and booking management solution that could support its growth and elevate the customer experience. That’s when M2M Ferries partnered with Kapture CX to streamline operations, centralize booking management, and enhance service delivery at every touchpoint.

Challenges

• High Booking Volumes without Centralization – Bookings were being managed manually with limited tools, making it difficult to track, modify, or process customer requests efficiently as volumes increased.
• Lack of Real-Time Visibility and Adaptability – With a focus on offering a premium travel experience, M2M Ferries needed a system that could not only handle current demand but also evolve with future requirements and integrate easily with new services.
• Delays in Customer Service Response – Without an integrated system, the turnaround time for responding to customer queries and modifications was longer than desired, impacting overall customer satisfaction.

Solution

• Custom Booking Engine & Omnichannel Support – Kapture CX implemented a fully customized booking engine that allowed M2M Ferries to manage every aspect of the booking lifecycle from initial reservation to modifications on a single platform. Customers could now easily book, reschedule, or cancel with faster processing and real-time updates.
• Improved Customer Experience Management – The solution provided M2M Ferries’ customer service team with the tools to deliver quicker responses, reduced turnaround time, and personalized support across multiple channels ensuring every traveler’s needs were met seamlessly.
• Future-Ready, Scalable CRM – With Kapture’s continuous updates and adaptability, M2M Ferries gained a future-proof CRM solution capable of growing alongside the business, offering new features, integrations, and optimizations as needed.

Impact

• Faster Booking Process and Modifications – Kapture CX helped streamline the full booking journey, making it easy for both customers and agents to manage reservations, leading to faster processing and fewer errors.
• Improved Service Turnaround – Customer support response time significantly improved, helping the team deliver timely assistance while maintaining the premium service standards M2M Ferries is known for.
• Enhanced Customer Experience – With a reliable CRM backbone, M2M Ferries strengthened its reputation for reliability and service excellence enabling passengers to book, travel, and interact with ease.

Setting Sail Towards Growth with Kapture CX

By partnering with Kapture CX, M2M Ferries transformed its customer experience, streamlined booking operations, and positioned itself for continued growth in India’s evolving travel and transport sector.

Elevate your customer experience with Kapture CX. Book a personalized demo and discover how modern customer service automation can transform your business.