Eco Camp Group · Customer Story
A Queensland operator running multiple brands had good data trapped behind bad systems. Within a business year they were running their busiest year on record, and exceeding every revenue budget.
About the operator
Eco Camp Group runs six brands across Queensland, from river eco safaris and glamping to a bar and a brewery. Dan Gregory leads operations, with a team of three managing guide rosters, vehicle capacity and trade partner connectivity while a reservations team fields a constant stream of calls, emails and booking changes across every brand at once.
At peak that is 144 tour guests a day and up to 400 accommodation bookings arriving from direct channels and trade partners alike, with a guest services team of eight running three to five person shifts to keep it moving.
The challenge
Five leaks, none of them caused by a lack of demand.
Data quality
Trade bookings arrived without phone numbers or pickup points, and with the wrong transport option selected. Staff chased and corrected every record by hand before each departure.
Every booking checked by handConversion
The office ran 8am to 5pm. Guests in Europe and Asia could not reach the team, and bookings that needed one simple answer often never converted.
International guests locked outReputation
Logging into separate Google accounts for each brand made review management cumbersome. One-star reviews were not spotted until it was too late to act.
One-star reviews caught too lateReporting
Revenue, bookings and marketing data lived across five to seven disconnected systems. Any business overview needed manual assembly, every time.
5 to 7 systems stitched by handOperations
Inaccurate transport selections caused a second bus and driver to be rostered, only for the extra guests to turn up in their own cars.
Buses rostered against bad dataThe breaking point: Cyclone Alfred
"During cyclone Alfred we had to cancel around 10 days of bookings. We do not have the resources to contact thousands of guests individually. Normally we deal with 800 to 1000 tour guests and 1500 accommodation guests a week, but when you dump that many cancelled guests on you, how do you manage that?"
The solution
Eco Camp Group came through a peer recommendation: built by an experienced operator, for this industry specifically. Three capabilities did the heavy lifting.
Customer Support
Inbound call volume dropped within days of going live. Guests self-answer pickup, lunch and access questions, and most chats land between 10pm and 3am, capturing international guests who previously had no way of getting an answer in time.
"A lot of guests are simply asking the chatbot, and you see them converting to bookings."
Sales
Between 30 and 50 percent of a full role used to be chasing guests and trade partners for incomplete bookings. Automated data chasing replaced it entirely, and incorrect transport selections, a recurring cost, have not happened once since activation.
"That has not happened since we turned on the missing fields feature. Not once."
Marketing
Reviews across every brand now get bespoke, drafted responses within 12 to 24 hours. One-star alerts arrive fast enough to speak to a guest who is still on site, and several of those conversations have ended with the review being removed.
"We can find them, talk to them on site, and the one-star review gets removed because they feel heard."
The results
"We have reached every target and exceeded every budget since we introduced this, and we are certain it has played a part in that, especially for our Everglades operation, which is the biggest user of the platform."
In their words
"It is a game changer. You will have way better control over your business and its data, your customers, and you will take costs out of your business."
"It kind of forced us to get our own house in order. We had been deferring it for two years and paying the price. It gave us a kick and helped us across the line."
"Start with the chatbot. It teaches you, by looking at the responses, how out of date your website data is. Bad data creates bad answers, and it forced us to review everything."
"A portal that lets you understand your business better and serve your customers better. As long as you have customers and data, it is going to make you better at what you are doing."
Dan Gregory · GM Kangarooms and Head of Operations, Eco Camp Group
More Operators, Real Results
Four brands. Twenty years. One headcount structurally retired.