Case Study: REI Adventures simplifies trip planning with Slalom

Making it easier to experience the Adventure of travel

REI Adventures, the travel division of the outdoor retailer REI, was struggling with an outdated, paper-based system that required customers to manually complete and mail numerous forms. This process created a significant burden for travelers and hindered REI's ability to build excitement for upcoming trips. They partnered with Slalom's customer relationship management team to address this challenge and improve the pre-travel experience.

Slalom implemented a new digital solution that allows customers to complete all paperwork online. This system stores customer information to eliminate redundant form-filling for repeat travelers and provides a revamped website with enhanced self-service features, including packing lists and a countdown clock. The results include a more streamlined process that shifts the customer relationship from administrative nagging to generating anticipation, greatly improving client satisfaction. Slalom continues to work with REI on mobile and social media integrations to further enhance the experience.

REI