Flying high with a smarter tour management system
Author
Rob Manne
| Published: August 11, 2026
When people think of Inflectiv’s clients, they usually think of tech or SaaS companies.
But there’s one company that needed a bird’s-eye view of their customer journey: Victor Emanuel Nature Tours.
Also known as VENT, founded by the legendary birder Victor Emanuel, is the world’s leading luxury birdwatching tour provider.
For more than 50 years, its expert guides have helped bird lovers discover rare and beautiful birds in destinations like Madagascar, Bhutan, and Antarctica.
When VENT implemented an online reservation system to let its customers book directly, the company needed a solution to manage the post-booking traveller management process.
And that’s more complex than you’d think.
- Dietary requirements.
- Travel and accommodation preferences.
- Health and vaccination history.
- Previous expeditions.
- Phone and email interactions with staff.
- Tour itinerary.
Hundreds of customer details had to follow each traveller throughout their journey.
Inflectiv built HubSpot to become the single “nest” for that information, bringing everything together while automating communications before, during, and after each trip.
HubSpot was also built to market future tours to VENT’s customer base.
We worked closely with the VENT team to train their agents and incorporate team and customer feedback to iterate the process.
When we started, there was understandable hesitation about moving such a personal experience online.
And so far, VENT is flying high:
📄 Significant time saved chasing information across multiple documents and systems.
💬 Increase in high-value customer touchpoints with no increase in staff.
🦉 More than 60% of travellers were booking online within months.
🦅 The first two marketing emails generated substantial additional revenue.
We already knew that RevOps improves automation, efficiency, and ROI.
But it can help people spread their wings and explore the world.
Here’s what VENT’s Director of Operations Peter English had to say:
“Working with the Inflectiv team has shown us how much more we can offer our clients – things that were previously simply not possible.
Keeping track of all our customer data in one place has been a game changer.”
Huge thanks to the entire VENT team for their hard work and trust to make this happen.
Onwards and upwards…literally! 🪽
