3AT (All About Australia Tours) offers innovative tours for local and international travelers, catering to various language groups. With diverse tour destinations, it requires multi-lingual guides proficient in driving, hiking, and walking. To address challenges of a multicultural staff and complex scheduling, 3AT sought a streamlined solution to empower the owner's focus on customer relations, suppliers, and staff.

An audit revealed risks from inefficient booking and communication processes, causing staff to assign incorrect customers/locations, leading to dissatisfaction. Tour booking staff struggled with manual tasks and varying computer literacy levels. The solution sought was a unified online platform for streamlined operations, including guide scheduling, vehicle allocation, bookings, and communications.

We developed a digital solution on the Podio platform for 3AT. This included a new Booking/Operations administration role, enabling tour guides across Australia to use their mobile devices for real-time updates with 3AT operations and customer feedback. All supplier communications were centralized. Daily office tasks, such as bookings with agents and managing vehicle requirements, were automated, along with integrating a safety management system.

Efficient deployment and communication, improving tour opportunities and customer service. Tour guides using mobile devices for better feedback. Improved scheduling accuracy and efficiency for guides, vehicles, and logistics. Enhanced serviceability for travel agents and easier upsell visibility via a single digital platform. Instant digital voucher confirmations sent to suppliers for all purchase types.