How Flyer Club Achieved its B2B Ambitions and Increased Revenue by 30% with Salesforce

Customizing to the Unique Needs of the Airline Industry 

When you’re a startup, your first priority is proof of concept. You need to know that your product has a customer base that wants and needs it. 

In the early days, Flyer Club tracked leads, sales activity, and marketing work across spreadsheets and Google Docs. That worked at first, but once the team hit 1,000 leads, it became harder to see who had already been contacted, what a customer was actually looking for, or where a deal stood without digging across multiple documents.

In an attempt to solve this, Flyer Club started with Pipedrive as their CRM. But before long, it was running up against the tools' limited flexibility and customization options. Flyer Club needed a system that could truly handle the details behind every booking. Each order could involve passport information, flight numbers, stopovers, costs, sold amounts, supplier details, and airline commissions paid at different times. 

Another challenge that the marketing team faced was improving their personalized email follow ups. If a lead had already texted the team, spoken to sales, or shared details over the phone, that context was not easy to capture and identify. Marketers were often writing follow-ups without a clear picture of how warm the lead was, what route or fare class they were interested in, or where they were in the planning journey. That’s why, as Kerman puts it, Flyer Club started looking for a platform that could handle everything “from A to Z”, from lead tracking to follow-ups, sales details, supplier contracts, workflow automation, and more. 

Flyer Club had already demonstrated strong market demand, amassing 30,000 clients and successfully entering the B2B sector. However, the business required a more robust system to match their scaling ambitions without compromising the high level of detail and responsiveness they were known for. As the company expanded their B2B presence, it became evident that their CRM needed to perform more effectively to simplify, capture, and organize complex customer and flight data.

Connecting Marketing and Sales to Serve Clients Faster

When adopting Salesforce, Flyer Club’s first priority was to start capturing and tracking information, from leads to product sales, in a way that matched how they actually sell. That meant starting with customizing the platform, so it could truly capture every detail from stopover times at specific airports, to the ticket information for all of the different airlines that Flyer Club partners with.

With those customizations, different teams are able to handle their specialized workflows, detailed booking data, and the complexities of air ticket sales all on a single platform, ensuring nothing gets missed. And with apps like Just Call, Mailchimp, and Slack all connected and automatically feeding into Salesforce, every member of Flyer Club’s team can instantly find the latest updates in one place. That means teams don’t have to chase updates across separate systems before following up with a client or finalizing a booking. 

Having a single place that connects everything from flight times to email open rates brings reporting benefits, too. Flyer Club has been drawing on Salesforce’s analytics and reporting capabilities to track customer behavior, analyze sales activity and performance, and identify areas for improvement.

This data-driven approach allows the team to continuously optimize operations, operating more like a high-growth technology startup than a traditional travel agency. As Kerman notes, the ability to "slice and dice" information from across the business provides invaluable insights. To ensure these reports translate into actionable insights, the team reviews these key metrics and analyzes key trends to further refine their products and workflow processes.

Agentforce Helps Deliver 24/7 Customer Coverage

Flyer Club has built their reputation on delivering a premium, highly responsive client experience. When a customer needs to change a booking, update their details, or resolve an issue, timing is essential. As the business expanded their customer base, the team needed a way to stay just as responsive beyond standard business hours.

That ambition led Flyer Club to Agentforce, which allows companies to build voice-enabled agents to manage real-time conversations. The team at Flyer Club was hoping this would help them extend coverage and stay available for times when customers need them most.

Using Agentforce Voice, Flyer Club’s initial inbound discovery is now handled by a trained Salesforce AI agent. It kicks off the conversation right away, then hands off the lead, account, and opportunity creation in real time when necessary, giving sales representatives more time to focus on building the relationship, rather than spending time on administrative tasks.

Because Agentforce Voice connects with Flyer Club's wider workflows, customers get fast, informed responses without waiting on hold. As opportunities move forward, Salesforce automatically updates account statuses, triggers automated messages, and manages order submission once a purchase is made, creating a connected journey from first call to closed business.

The impact of adopting a centralized, customizable CRM has been clear across the entire business. Since moving to Salesforce, Flyer Club has increased their lead conversions by 10%, contributing to an overall increase in revenue by 30%. By moving away from manual spreadsheets and limited tools like Pipedrive, the team has reclaimed 20% of their time previously spent managing new leads, allowing them to focus more on high-value client relationships. This operational efficiency has been further bolstered by the deployment of Agentforce Voice, which provides 24/7 call coverage and ensures that no inquiry goes unanswered, especially outside of regular business hours.

Looking ahead, Flyer Club is building on that momentum with the business planning future expansion in new areas such as hotels, leveraging their network to over 150,000 properties worldwide. While the boutique agency currently focuses on their proven luxury flight model, working with all major four and five star carriers to secure off-market deals up to 50% off retail. With Salesforce supporting that next chapter, Flyer Club is in a strong position to keep expanding on its own terms, bridging the gap between an antiquated travel industry and a high-tech visionary approach.

Ready to turn ambition into wins? Get started with Salesforce and see where it takes you.