An FIT desk turned three separate quotes into one order
Average quote time 40 min to 12 min; conversion within 24 hours of a quote up about 9 points; charter change and cancel disputes from 4-5 a month to under 1.
Haiyue sells Southeast Asia FIT travel, mainly FIT plus hotel plus local charter. Three desk agents issue more than twenty quotes a day in peak season. Before launch each quote meant three tasks: open the hotel rate sheet (a PDF reissued monthly), ask the driver pool whether a vehicle was free, and add three prices together by hand.
The bigger loss was not miscalculation, it was latency. Travellers ask three agencies at once, and the first reply usually wins. The second loss was charter cancellations: the rules lived as a paragraph in a chat, so cancellations became arguments.
Three things were done. Room types and rate calendars for 14 regular hotels went into the system with inventory laid out by date, so agents stopped opening PDFs. The driver pool became a fleet, with per-day and per-itinerary rating configured separately and cancellation tiers set as rules rather than prose. Unified orders combined the three segments into one order, so the traveller pays once and the back office shows accommodation and vehicle segments on a single record.
About six weeks in, internal numbers: average time for a complete quote 40 min to 12 min, mostly from no lookups and no manual addition; conversion within 24 hours of sending a quote up around 9 points; charter change and cancel disputes down from 4-5 a month to under 1, because the rules now sit on the order rather than in a chat log.
They do not use group buy or flash sales; FIT has a high basket value and a long decision cycle, and they judged those tools a poor fit. We agree with the trade-off: leaving a module unused costs nothing, while forcing it makes the site look like an electronics sale.
