How Your Golf Travel reduced drop-off and scaled lead handling

Your Golf Travel is one of the world’s largest golf travel companies, offering curated golf packages to more than 3,500 destinations worldwide. Their packages combine accommodation, golf rounds, and optional flights and transfers, serving both individual travelers and group bookings.

Headquartered in the UK, their reservations and customer data are managed through an internal CRM, with agents handling quotes, bookings, and follow-ups. In order to handle monthly inquiries, especially through seasonal peaks, the team needed a more efficient method to manage conversation volume and qualify leads, whilst maintaining a high quality of service.

Challenge: High volume, low flow completion

Prior to Trengo, the business faced some natural challenges in relation to dealing with enquiries and leads across multiple channels within the internal SLA timeframe.

Solution: AI journeys and automation for sales

Your Golf Travel rebuilt their conversation flows in Trengo with a focus on natural lead qualification, automated routing, and reduced manual work for agents.

Instead of replacing agents, the objective was to make every conversation arrive better prepared.

AI Journeys for natural qualification
Your Golf Travel replaced predefined button-based flows with AI Journeys that collect lead details through natural conversation. Customers now describe their golf trip plans in their own words, and the system extracts the required qualification data for quotation, further improving customer experience and quote conversion rates.

Automatic classification and routing
Incoming conversations are automatically classified and routed based on intent and context, covering Sales and Operations, ensuring each conversation reaches the right team without manual triage.

AI summaries for faster handover
When a qualified lead is passed to sales, agents receive an automatic conversation summary with the key details without the need to read the full thread before responding.

This shortens handling time and helps agents respond with accurate, relevant offers faster.

AI agents for repetitive questions
AI agents handle a large share of recurring questions about:

• Package inclusions
• Golf destinations
• Booking basics
• Common support topics

This is used across both sales and support conversations, reducing repetitive workload and freeing agents for high-value leads.

Results: Lower drop-off, faster sales handling

After replacing the predefined flowbot and manual processes, Your Golf Travel saw clear operational improvements.

Documented results so far:

• Drop-off reduced: Flow abandonment decreased by 50% with AI Journeys
• Better qualified leads: Sales receives structured, pre-qualified conversations
• Faster handover: 6 minutes saved per lead with AI summaries
• Agent time saved: 246 agent hours saved per month through automation
• FAQ deflection: 15% of FAQs handled automatically

“Moving from predefined flowbots to AI-driven journeys has changed how we handle customer leads. Customers can explain what they want in their own words, and our agents receive structured, summarized conversations. It has greatly improved the customer experience, saves time and increased sales conversions.” - Your Golf Travel

Key takeaway

By replacing rigid flows with AI-driven journeys, automated routing, and conversation summaries, Your Golf Travel turned high conversation volume into a structured, scalable sales and support operation. The organisation reduced drop-off and improved lead quality, and created new outbound revenue opportunities, without adding extra manual workload.  Customer interactions over this channel continue to increase, complementing Your Golf Travels Customer First culture.

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