TourOptima
Headquarters: New York
CEO: Benjamin Sann
Website: TourOptima
Founding date: 2018
Investment: $5 million
TourOptima
provides a communication platform for tour operators that reaches guests
wherever they are — across SMS, WhatsApp, Email, and the operator’s
fully-branded mobile app. Our platform keeps guests happy, on time and
connected with their assigned guides, drivers and office staff. All
communication is kept within the operator’s fully-branded channels rather than
ad-hoc groups created by the guide’s personal WhatsApp number.
Strategic goals for 2025
By
controlling the communication flow, we help tour operators resolve issues
pre-tour and on-tour before the end-of-tour review/survey, when it’s too late
for service recovery. We are therefore prioritizing the integration of artificial intelligence to
alert staff to urgent on-tour issues, lost and late guests, negative sentiment,
requested upgrades, dietary restrictions and more. Intelligent routing ensures
that each message is read and actioned.
Lessons learned since founding
Everyone
says “listen to your clients,” and that’s certainly of critical
importance. However, in the segment of tour operations, we needed to
take this one step deeper and define who those clients were. Were they the tour
operator executives, the directors of operations, the guides, or the guests? In
what order of importance? For day-tour operators, we solve the pain points of
the operations staff in the office, marketing automation teams and the
coordinators. For multi-day tour operators, we ensure that our software
solves the needs of the guide, particularly on arrival day. Serving multiple
types of clients requires addressing different pain points.
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