The Challenge
Global sightseeing tour operator Big Bus Tours had big ambitions to grow customer numbers and lifetime value. They knew CRM was the way to connect with every passenger, increase interactions and boost conversion – but they needed to find the right tech solution to unlock this potential. And it had to be one their team could realistically run day to day.
Our Approach
We ran a structured CRM platform selection process from end to end. First we translated Big Bus Tours’ internal requirements into simple, practical benchmarking pillars: data and tech capabilities and organisational fit. Then we assessed a range of platforms against these pillars.
The Impact
We identified MoEngage as the strongest fit for technical power and everyday usability.
This platform would enable unified customer data, sharper segmentation and scalable cross-channel engagement – all owned and run by the Big Bus Tours team without long-term reliance on external support.
Real-world Takeaway
The right CRM platform is one that your business and your team can grow with.
