Case Study: Inghams achieves rapid customer insights and a single source of truth with Wordnerds

How Inghams are turning Traveller Feedback into Instant Insights

Inghams, a UK-based tour operator specializing in ski and mountain holidays, faced significant challenges in analyzing customer feedback due to departmental silos and manual processes. This inefficiency prevented them from capitalizing on critical seasonal opportunities, as their six-week operational window would close before insights could be acted upon. They partnered with the vendor Wordnerds to implement a text analytics solution to overcome these obstacles.

Wordnerds provided a solution that automated analysis and created a single source of truth for customer data across all of Inghams' brands. The results were transformative: the team saved 282 working days and £54,000 in labour costs, moving from manual coding to strategic action. Most importantly, Wordnerds enabled Inghams to conduct real-time analysis within their crucial seasonal window and provided them with a competitive edge through new capabilities like automated competitor review analysis.

Inghams

Gemma Harrison

Head of CX