Sugati Travel CRM for Tour Operators & Travel Agents-Build Beautiful Itineraries

Italy from Roots to Routes

Company Summary We are a boutique Destination Management Company (DMC) offering custom-made travel experiences throughout Italy. Our mission is to foster deeper human connection through Italian culture, cuisine, and community. We work with travel advisors, agencies, and direct clients around the world — delivering luxury itineraries that feel personal, poetic, and unforgettable. Our team blends North American service values with deep-rooted Italian hospitality to design journeys that celebrate the richness of authentic travel. Challenge We needed to move beyond rigid platforms and manual workarounds. Our growing team required a solution that would reduce administrative strain, improve collaboration between departments, and give leadership the clarity needed to guide performance. We also wanted to present a more modern, cohesive client experience — one that matched the care and detail we pour into every itinerary. Sugati gave us the structure to grow without sacrificing the soul of our service. Solution Highlights 1. Our entire travel design and booking process is now streamlined within Sugati/Salesforce — replacing multiple disconnected tools with a centralized, flexible solution. 2. Automation reduced manual tasks and improved visibility across departments, while customizable dashboards empowered leaders to track performance in real time. 3.Clients appreciate the modern, elegant experience; our team appreciates how easy it is to find and share accurate information. 4.Sugati gave us the foundation to scale our growth, while still delivering the personalized, high-touch service that sets See Italy Travel apart.

Transforming Travel Operations with Sugati's Salesforce Travel CRM: A Game-Changing Solution

We are thrilled to share our positive experience with Sugati, who have been instrumental in our digital transformation journey. The project began before the COVID-19 pandemic, and from the outset, Sugati demonstrated their expertise and commitment to excellence. Their implementation of the Sugati Travel CRM, built on the Salesforce platform, has been a game-changer for our business. Sugati’s Travel CRM solution has streamlined our operations and significantly enhanced our customer engagement strategies. With its powerful automation capabilities and seamless integration across multiple platforms, we now have a 360-degree view of our customers and their preferences. This has enabled us to deliver more personalised services, improve customer satisfaction, and drive repeat business. What sets Sugati apart is their deep understanding of the travel industry and their innovative approach to leveraging the Salesforce Travel CRM. They provided us with a tailored solution that not only meets our current needs but is also scalable for future growth. Their team's dedication to delivering on time, despite the challenges presented by the pandemic, has strengthened our trust and partnership. Throughout the project, Sugati’s team maintained clear and consistent communication, ensuring a smooth and efficient implementation process. Their proactive approach and continuous support have been invaluable in helping us adapt to the ever-changing travel landscape. We highly recommend Sugati for any travel business looking to enhance their digital capabilities with a robust CRM solution. Their professionalism, expertise, and commitment to our success have been outstanding, and we look forward to continuing our strong and positive relationship with them.

Ideal group travel solution for ski tour operator

Established in 1903, the Ski Club is a membership organisation that exists to promote and protect safe, enjoyable, and inspiring Snowsports for anyone who loves snow, and to help them make the most of their time in the mountains. Ski Club Freshtracks is the tour operator arm of the Ski Club operating group holidays for members and carries around 2000 passengers each winter. Our requirements were quite complex requiring a system that could sit on a CRM and run parallel to our Membership software. Sugati provided that solution and the product does exactly what we expected. The team at Sugati have been exceptional and responsive enabling a smooth and efficient transition to the new software.

The best investment we could have made.

We are a tour operator creating the finest tailormade travel experiences to Africa and beyond. We have been in operation since 1990 and pride ourselves on our extensive product knowledge, excellent service to our clients, attention to detail down to the smallest arrangement and providing detailed documentation to prepare each client for their holiday. Unmatched Efficiency: Our processes are now the most efficient they have ever been in our company’s history. Exceptional Support: From day one, the Sugati team has provided outstanding support, frequently going above and beyond to help us achieve our goals. Continuous Benefits: The advantages of using Sugati only increase as we integrate the system into our daily operations. Dramatic Time Savings: Our detailed travel documents, which previously took an entire day to prepare manually, now take just 30 minutes. This is the most significant efficiency gain any team in our company has ever experienced.

More Efficient And Better Client Relationship Because Of Sugati

Before implementing Sugati we were having issues, where our itineraries where taking way too much time to put together, as well being able to store our content for these itineraries in an organized manner. We were also looking to integrate our supplier payments for each booking we have in order to better manage payments as well as generate reports, in order to manage cash flow, and understand effective margins at given stages in the year. The itinerary builder on Sugati was the solution highlight, where all our content saved, allowed us to generate itineraries at a much faster rate, which did allow us to focus on our service with our clients. This has overall helped to increase our sales figures in 2019/2020. Sugati is a great CRM system, based on Salesforce and have effectively allowed a small business like us at Amala, to work more efficiently and free up time for us to build relationships with our guests. With these solutions in place, it has helped increase our generated revenue, as well as our client base. The team has also benefited from these solutions and do very much like how their roles do allow for more growth.

A fantastic solution for Pilgrimage Travel!

We are a pilgrimage focus travel agency. As the volume of our business was growing year by year, we needed a system to manage all of our bookings. Before this, it was all done manually using Excel and it was prone to errors. With Sugati, it had greatly improved our work processes and flow with our clients. Registering and storing of details are done much more efficiently. This has helped to improve our client satisfaction. Thank you Sugati!

One of the Finest end to end Travel solutions around

Having worked with some of the finest travel software around, we searched high and low for something similar prior to launching Blank Canvas. Sugati was at the top of our budget, but we are thrilled we took the plunge. The itinerary builder is excellent and is only bettered by the superb support staff. We are confident we have made the correct long term investment for our business

Modernised our business

We needed to modernise our systems with a versatile but user friendly cloud platform that could handle our complex multi-stop itinerary requirements. Highlights of their solution have been: Online bookings and payments, Personalised booking form, User friendly document production, Supplier payment management, Rooming lists. Sugati has allowed us to benefit from the latest in technology to help a record number of people, while improving our efficiency and client feedback scores.

A gem of a solution for the Travel Sector!

We were having challenges in converting our clients into loyal and repetitive customers as well as automate our notifications to customers and internal reminders and tasks. We needed a technology designed for travel businesses to facilitate our workflow as our we have high-end clients which require extra and detailed attention, and Sugati Travel CRM was the solution. With Sugati, we can now track and distribute our enquiries, generate beautiful looking itineraries, generate the client-facing invoice as well as managing supplier booking confirmation and cancellation processes. The product was delivered on time and the team are very prompt when I get in touch with any questions. Since using Sugati, we have seen a 20% increase in efficiency. Going forward we will continue to use Sugati and tailor it to our daily needs. Since then we have done an integration between our website and Sugati Travel CRM to allow our clients to book our holidays online!

20% increase in revenue!

Mundy Cruising is a luxury cruise retailer providing travel services to discerning clientele. The ‘Retail’ section of the business deals with multiple suppliers in numerous different currencies and with pricing structures. Extraordinary high service levels are key to company success and targeted marketing is key to company growth. Challenge: To implement a system which would enable the growth of the business and provide clients with a more tailored and personalised booking journey using a high level of automation. Also introduce a number of streamlined internal processes which can be maintained within our team. The system was designed to replace several other methods of recording booking and marketing information creating a central platform to base all future marketing and customer communication on. Solution: Sugati was implemented in 2017 successfully incorporating information previously recorded across a mixture of excel spreadsheets, an old reservations system, an intranet and paper files. Internal processes and reminders have been created for the sales team to help deliver outstanding customer service. Marketing information is automatically collected from all client enquiry interaction. Company analytics are set up to report automatically to help identify key areas of opportunity. Quality Result: All functionality of previous reservations system was retained with additional automated reminders for the sales team able to be immediately implemented. We consolidated all our booking information on to Sugati/Salesforce, no longer needing paper folders. Our client documentation was immediately improved, offering much needed clarity to our customers. Dashboards created helped record and monitor staff performance and motivated the team to achieve clearly displayed targets. Automated booking confirmations can now be sent saving time. Marketing lists are automatically managed and some customer marketing journeys are now automated. Growth in bookings of 20%!