How do you maintain personalised customer experiences whilst scaling your business?

Meet Saddle Skedaddle, the Newcastle-based global cycle tour operator using the North of Tyne Innovation Recovery Grant to implement bespoke and intelligent communications systems to enhance their customer experience, whilst accelerating business growth.

Newcastle-based Saddle Skedaddle had grown their business over 26 years to become the world’s leading independent cycling holiday specialist before Coronavirus put their ambitious business growth plans on hold.

With a customer-base requiring detailed and often complex travel support, the team at Saddle Skedaddle knew they needed to find an intelligent solution to enhancing customer experience with systems that helped to create efficiencies on staff time and would enable them to grow.

The cycling tour operators used the North of Tyne Innovation Recovery Grant, which offers a 50% contribution to innovation projects totalling £10K-£20K, to implement bespoke new systems, allowing them to offer a more personalised approach to customer service. It also means that all information and documentation passengers need will be in one place, accessible on demand. It’s expected that the new software will cut staff administration time from two hours to twenty minutes whilst offering a more personalised experience.

The team at Saddle Skedaddle have been supported by innovation specialists the Innovation SuperNetwork, developing an innovation pathway and project delivery plan to implement the new technology. The Grant is administered on behalf of the North of Tyne Combined Authority by experienced business funding providers, NBSL in partnership with the SuperNetwork.