Technologies employed included
Novaturas, the No. 1 tour operator in the Baltic region, had run its sales without a proper CRM for two years after the pandemic. Aimaras, Sigli's joint Creatio implementation partner, rolled out Creatio's no-code platform to digitise sales, automate routine work and connect booking data in one place. Within a year, Novaturas raised sales team efficiency by 25% and improved conversion rates by 45%.
Replaced a two-year CRM gap with a full Creatio sales platform
25% higher sales team efficiency within one year
45% improvement in conversion rates
Industry
Travel and tourism
Size
Large enterprise — €208M revenue and 259,000 holiday packages sold in 2023.
Location
Baltic states (Lithuania, Latvia, Estonia)
Client overview
Novaturas is the leading tour operator in the Baltic region, with more than 25 years in the market. It sells package holidays through its direct sales team and its websites.
After COVID-19, Novaturas had no working CRM. Managers could not see how many enquiries came in, where they came from, or how many turned into bookings.
No standard way to track customer interactions;
Manual, time-consuming sales workflows;
Leads handed to whoever was free, not whoever was best placed;
No KPIs per channel or per sales manager;
Marketing spend with no measurable return;
Weak data management and data-protection compliance.
The brief had two goals: digitise processes and raise sales efficiency. The new system also had to integrate with the existing reservation system and be easy enough for every employee to adopt.
Novaturas moved from guesswork to measured decisions in its first year on Creatio.
One example: analytics showed that a bigger Facebook ad budget brought more leads but weak conversions. Novaturas retargeted the ads and conversion rose sharply, even on fewer leads.
What's next: Novaturas plans to connect Creatio to Power BI for deeper analytics and to use it to improve customer retention.
From day one, our primary goal was to ensure that every employee and manager felt the system was helping their work, not hindering it. We wanted Creatio to be a powerful ally in their daily tasks, streamlining processes and saving time. The results have exceeded our expectations, transforming how we operate and serve our customers”
Kazimieras Jarmalis
Head of Direct Sales at Novaturas
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Chief Business Development Officer
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