Case Study: Fred. Olsen Cruise Lines achieves a 360° guest view and stronger ROI with Zoho CRM Plus

Fred. Olsen Cruise Lines sail to success with Zoho CRM Plus

Fred. Olsen Cruise Lines faced the challenge of a fragmented and siloed customer database that was hampering its ability to deliver personalized service. This issue was exacerbated by the pandemic, which disrupted their initial CRM implementation plans. To support its transformation strategy, the company turned to the vendor Zoho CRM and the Zoho CRM Plus bundle of applications to create a unified customer view and improve operations.

The solution, implemented with the help of partner A2Z Cloud, involved integrating Zoho CRM with their cruise operating system and utilizing applications like Zoho Analytics, Survey, and Marketing Automation. This provided a 360-degree view of guests, automated marketing campaigns, and enhanced feedback collection. As a result, Zoho CRM helped Fred. Olsen Cruise Lines achieve a 2-point increase in its Net Promoter Score and a 68% reduction in direct mail print volumes while maintaining ROI.

Fred. Olsen Cruise Lines

Nicki Gordon

CRM Manager