One of the things I love about TrekkSoft is the diversity of our customer base. It truly reflects the breadth of the experiences industry in terms of the variety of customers and locations we serve. As a European business, we have natural concentrations of customers in places like Switzerland, Italy, Norway, Spain, UK and Ireland. Each market has its own language and unique way of delivering great tours and experiences.
When we first started, TrekkSoft had set up local teams in key destinations to support these customers, supported by our central services in Interlaken, our development team in Minsk and a remote team around the globe.
A move to deliver a better product and service
Over the last 10 years, our customers have grown and today, their needs are no longer the same as they were when they first started using TrekkSoft. Today, sales channel management, channel optimisation and operational efficiency are their main concerns.
To better support our customers through these challenges, we needed to reduce our own organisational complexity, speed up internal learning and improve cross-functional collaboration. To achieve this, we wanted a majority of our employees working from one office to reduce complexity and bring us closer to our customers.
So in September 2018, we began the search for a new operating base to house our multilingual, multicultural workforce. After screening cities such as Madrid, Dublin, Amsterdam, Berlin, Munich, Barcelona and Vienna, we settled on Barcelona.
Barcelona is a beautiful city, a growing tech hub and a tourism hotspot filled with talented people from all over the world who would be a great fit for TrekkSoft and our customers. It ticked all the boxes and has allowed us to build strong teams in customer service, account management and sales.
Customer Focused Teams
We now have dedicated German, Spanish, Italian and Norwegian teams working from the same office. The focus has been on our Customer Service, Account Management and Sales teams but we've also hired in Barcelona for other key functions such as Product, Engineering, Marketing, HR and Finance to complement our teams in Switzerland and Minsk.
Today, we have 23 employees in Barcelona, we expect this number to grow to around 30 employees in 2020.
Improving customer support
We've now invested in a dedicated technical support team separate from our customer service team. Our 1st level support will still be available to customers for minor assistance, but now we have an experienced 2nd level support team to assist in more detailed cases and to connect to our Account Management, Product and Engineering teams.
We also mentioned that a big part of expanding in a major city was to attract multi-lingual team members. Our goal is to support our core markets in their native language. Where this is not possible, for example, in front line support, we will continue to use English as the primary language of the Company. Our core languages are English, German, Spanish, Italian and, in time, Norwegian (although our territory manager for Norway is actually Swedish!).
We're excited for the future
As we turn 10 years old this December, we've become one of the longest established software solutions in the tours and activities sector, and plan to continuously innovate to push the industry forward.
Over the years, we've gained more customers who are focused on sustainable growth, customers who understand the balance between short-term profits and long-term goals.
This move to Barcelona has been key for us to get closer to our customers and to the industry, and we're excited for what the future holds.
Want to know where TrekkSoft is headed in 2020? Join our upcoming webinar.