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Providing cruises with headcount analysis and territory optimisation

RCL (Royal Caribbean Cruises Ltd), a global cruise vacation company, approached CACI to deliver a step change in the performance of their European field sales teams, who visit travel agents on the high street.


The Challenge

In the past, RCL estimated headcount requirements – given that each additional field sales rep is very expensive to put on the road, but also knowing that not having enough headcount was likely to lead to lost sales, RCL approached CACI to identify the required headcount to deliver their field sales strategy based on robust analysis. RCL had historically used manual methods to define sales territories, which was subjective and time consuming, and had resulted in some field sales reps working much harder than others, and doing far too much driving.

The Solution

RCL worked with CACI’s team on a consultancy basis. Using InSite FieldForce, CACI’s headcount analysis and territory optimisation solution, a headcount analysis study was undertaken, taking into consideration the driving time between calls ensuring the field sales team was the right size and fully utilised. CACI also created an optimised territory structure for deployment, which was balanced, in terms of workload, but used detailed road network data to ensure that travel time was minimised - the ideal base locations from which to recruit were also calculated. RCL were able to review multiple what-if scenarios at each stage, before deciding on the best option to take.

The Results

RCL now has a clear understanding of what’s achievable from its field sales teams, and their knowledge has enabled them to recruit in a targeted fashion to achieve optimum distribution of field sales staff. Call coverage has increased from 2,500 to 6,000 travel agents. RCL’s confidence in CACI’s InSite FieldForce software, and consultancy service, means that they’ll continue to review headcount and optimise territories each year to maintain the efficiencies gained. They’ve achieved this in all their key European markets as they strive to succeed across the continent, and plan to extend this to other brands within RCL in the near future.

Further information

If you want to hear more about how CACI's field force expertise can help you and your team, get in contact now +44 121 788 5900

We have a range of solutions that can help you optimise your field force, including CallSmart and InSite FieldForce.

"CACI deliver outstanding work in this arena – from mapping our operation in Ireland to setting up new territories in Germany and Italy - the team at CACI have been excellent. We are now rolling out the same strategy across our other EMEA business in the Nordics, France and Spain."

Ben Bouldin
Associate Vice President and Managing Director for UK & Ireland, Royal Caribbean International

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