Case Study: Tourlane achieves an 8% increase in conversions with Twilio

Tourlane’s personalized travel itineraries drive customer conversions

Tourlane, a personalized travel company, needed a better way to connect prospective travelers with destination experts and later support them through customer service, while also integrating with systems like Salesforce. Using Twilio’s Customer Engagement Platform, including Twilio Video and Twilio Flex, Tourlane aimed to improve communication quality, create more trusted virtual interactions, and build a flexible contact center that could scale with the business.

Twilio helped Tourlane improve audio quality, quickly migrate agents to Twilio Flex, and route customers to the right agent using Studio Flow Builder. The results included 75% of intake calls handled via Twilio Video within six months and an 8% increase in conversions. Tourlane also expanded usage with Twilio Programmable Messaging, SendGrid, and Voice to support notifications and internal/pre-sales communications, making Twilio a core part of its customer experience.

Tourlane

Helen Scheepers

Director Sales