Discovering Why the Partnership Works
Britannic works closely with customers to understand their business, discover their challenges, and identify goals. Trailfinders continuously look to improve the customer experience by putting themselves in their customers’ shoes. Understanding what they want for a seamless journey from enquiring to ordering, fulfilment, unforeseen issues, and returns.
Ross Simpson, COO of Trailfinders, comments, “Our partnership with Britannic has always been robust. They are a strategic partner, helping us identify and solve problems with innovative solutions to help drive our business forward and deliver our mission statement”
Britannic worked across various departments, to better understand some of the challenges facing staff and customers in the ever-changing travel landscape. Engaging with frontline staff through workshops and learning the culture of the business, Britannic saw first-hand, where potential opportunities for improvement existed.
Through Britannic’s AI solution, valuable insights were gained and areas of focus quickly narrowed down, having been able to spot trends and patterns previously hidden. This provided the opportunity to make data driven decisions and take tangible actions to improve process and service.
“Britannic helped us to quickly narrow down clear areas of focus which allowed us to set goals and success criteria, driving us to push ideas and solutions forward knowing that we were targeting the areas with the highest value returns. TF bring the why and Britannic bring the ‘how’, thanks to their innovative and considered approach to technology and how that is deployed and used within each business they engage with. It is that which we value the most as each business is different.” states Simpson.
From Start to Finish
A true technology partner will be with you from the start to the end of the project and beyond. A digital transformation journey is ongoing and evolutionary, so it’s crucial to have a partner there for you every step of the way.
Simpson comments: “Unlike other partners, Britannic’s senior management is actively involved and stays involved, providing continuous support and expertise. The level of investment they give us in terms of their time and dedication is outstanding and a testament to their commitment.
The difference with Britannic from other partners we have worked with previously is that they are truly in it for the long run. They take time coaching us how to utilise and drive their products, so we understand their full potential and how they integrate and help shape our business for the better.”
The Art of the Possible
Britannic focuses on laying a strong foundation before building a digital transformation strategy. Technology is the heart of any business and vital to growth, but it needs to be implemented strategically with measurable objectives to be successful. It also must be intuitive, and users need to be trained on it; otherwise, it won't be used.
Simpson states: “Britannic is consistent and reliable at onboarding, training users on new solutions, and assisting with change management. Once the solution is deployed, they go beyond optimising it for gains and envisioning the next leap to achieve more than they originally set out to.
They differentiate themselves by their 40 years of knowledge and experience. Taking a deep dive into our business enables them to understand the subtle nuances between technologies and how they are integrated.
Their guidance in understanding the art of the possible is invaluable. Good technology is useless if you don’t know how and where to apply it, and Britannic excels in providing that strategic insight. Their ongoing support ensures that any technical solution is rooted in delivering the business benefits and outcomes that make a measurable difference.”
An Evolutionary Journey
A digital transformation journey is a continuous process of measuring what works and what doesn’t and having the agility and flexibility to adapt when required. This may be due to market changes or customers’ requirements. By constantly studying your customers’ journey and improving and streamlining processes, you will stay ahead of the competition.
“Too many companies are rushing out to implement new technology, and the vendors or resellers depart once it is deployed. Real success comes with taking the time to determine why you need it, what objectives you want to set, understanding how to optimise it and how you will measure ongoing success. You need a trustworthy and loyal partner beyond the implementation to work closely with, in order to fully realise the potential from these solutions. That is the key role Britannic play for us, and we look forward to continuing our long and successful partnership with them.”
