Travel and Tourism
Devon, United Kingdom
Whether it's hiking Mount Everest or rafting the Zambezi River, Rock and Rapid Adventures utilizes technology to give every one of its clients unbeatable customer service—not to mention unforgettable experiences.
When Keith Crockford started Rock and Rapid Adventures in 2007, it consisted of three employees, who often worked 18-hour days out of an office in a cottage. While the staff was away from the office leading excursions, it was impossible to respond to the emails that came in. The company needed a system that would manage and automate marketing so staff could focus on leading trips.
Additionally, the seasonality of the industry (and the struggle of keeping staff on full-time) caused a cycle of ups and downs for Rock and Rapid whose lone marketing tactic was word-of-mouth.
“Infusionsoft has allowed us to build fans and we’re starting to see the benefits of this.”Keith Crockford, Managing Director, Rock & Rapid Adventures
To create a sense of community with their customers, Rock and Rapid uses Infusionsoft technology to ensure that customers like and trust the brand from the start, and that they can find answers to any questions. They leverage Infusionsoft’s e-commerce capabilities to collect and process trip payments, and to set up subscription plans for customers who prefer a monthly payment plan. Automating these processes makes it possible for Rock and Rapid to focus on providing great customer service, instead of being bogged down by day-to-day activities.
Rock and Rapid is using sales and marketing software to handle more customers, and automating processes that will allow them to do more with the resources available. Now that the business has a solid business foundation, Keith plans to use the staff and the technology he has to scale the business—rather than investing in additional staff.