Case Study
Simba Sea Trips
Case Study
Simba Sea Trips
How Simba Sea Trips Optimized Lead Management Across Multiple Brands
Client Background
Simba Sea Trips began with a clear mission: to provide high-quality, personalized island tours in Phuket that stood in stark contrast to the overcrowded, impersonal boat trips commonly offered in the region. Simba Sea Trips quickly built a reputation for delivering premium, small group excursions that focus on guest comfort, scenic experiences, and exceptional service.
As the brand grew in popularity, they expanded their business portfolio with two additional ventures:
-
2 Sea Tour – A complementary travel brand offering similar island experiences to cater to a broader tourist audience.
-
Soho Café – A cozy, locally-run café designed to serve travelers and enhance the pre- and post-tour experience.
With this multi-brand expansion came a surge in direct customer inquiries across social media platforms, websites, and live chats for all three businesses. Managing such a high volume of conversations manually soon became a significant operational challenge.
Challenges
As Simba Sea Trips expanded into multiple businesses, managing customer communication manually across various channels became increasingly difficult.
Multi-Brand Lead
Chaos
Unstructured Customer Routing
Delayed
Lead
Handling
follow-ups, and service updates were inconsistent.
Uncategorized Customer Intent
no system to distinguish between new leads, returning clients, or service requests.
Solution
Twister Automation created a custom multi-bot automation and CRM solution to enhanced customer engagement across Simba Sea Trips, 2 Sea Tour, and Soho Café.
Intelligent Welcome Bot
Each new inquiry triggers an automated message that filters users into “New” or “Existing” paths.
Book Demo
Solution
Twister Automation analyzed their complete customer journey and delivered a custom-built automation system, combining the power of AI (ChatGPT) and CRM structuring.
ChatGPT-Powered Chatbot
Built and trained a chatbot to handle FAQs and common customer questions.
Live Demo
Clean-Up System
Any incoming messages that are irrelevant such as spam, accidental messages, or unrelated comments are automatically identified and marked as Closed/Lost without requiring manual intervention.
This ensures that the sales and support team only spend time on genuine leads, improving productivity and keeping the lead pipeline organized.
More Benefits
Interest-Based Flows
Live Chat Hand-Off
Tagged & Tracked Leads
Re-Engagement Routing
Implementation
Multi-Bot Setup customized uniquely for
each business brand.
Unified CRM Dashboard displays and manages all incoming leads.
Automated Lead Routing improves both response time and categorization.
Live Chat gives triggers based on qualifying customer responses.
Auto-Tagging Logic organizes leads by customer interest category.
Custom Pipelines Created for
each brand within one system.
Reopen Handling Enabled for re-engaged previously closed lead cases.
Spam Filtering System auto-closes bot or irrelevant messages.
Results
Lead Routing Accuracy Increased
Response Time
Reduced
Live Chat Success Rate Improved
Zero
Missed Conversations
Better Team Productivity
Higher Lead Conversions
Better Data Visibility
Customer Engagement
Key Data Analysis
Automating lead handling and unifying all three businesses under one CRM significantly improved operational efficiency. The system instantly identified whether a lead was new, returning, or irrelevant, allowing for accurate segmentation from the first message.
Overall, the data reflected clearer workflows, faster decisions, and stronger customer engagement.
- Unified Platform Efficiency: Multiple businesses now operate through a single CRM, reducing confusion and improving workflow.
- Real-Time Lead Segmentation: Automated bots now identify whether a lead is new, returning, or irrelevant—right at the first interaction.
- High-Quality Hand-Offs: Every interested lead is seamlessly handed to a real agent for conversion.
- Reduced Manual Errors: With bots managing routing, follow-ups, and tagging, human error has been significantly minimized.
Lesson Learned
Automation Creates Headspace: Reduced workload means teams focus on customers, not processes.
Segmentation Improves Conversions: Leads are more likely to convert when their journey feels relevant.
Lesson Learned
Client Testimonial
“Managing three brands used to be a nightmare. With automation, we now handle customer queries better, faster, and without chaos. Twister Automation gave us a solution that just works and keeps working.”
— Operations Manager, Simba Sea Trips
Conclusion
Central CRM Enables True Collaboration: Every brand, every team member on one page.
Live Agent Balance Is Crucial: Bot’s filter efficiently, but human touch still seals the deal.
Reopen Logic Encourages Retention: Leads that return aren’t treated like strangers, improving loyalty.
One Platform = Scalable Operations: Centralization simplified operations across business types and scales.
Client Testimonial
“Managing three brands used to be a nightmare. With automation, we now handle customer queries better, faster, and without chaos. Twister Automation gave us a solution that just works and keeps working.”
— Operations Manager, Simba Sea Trips
Conclusion
Twister Automation’s customized solution empowered Simba Sea Trips, 2 Sea Tour, and Soho Café to unify lead management, enhance client experiences, and maintain control over multi-brand operations. The result? A smooth, efficient, and professional engagement system that continues to evolve with their growth.
Next Steps
+91 94266 01052
+1 (539) 352-5253
+971 58 584 9253 [email protected]
Next Steps
+91 94266 01052
+1 (539) 352-5253
+971 58 584 9253
[email protected]
