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Simba Sea Trips

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How Simba Sea Trips Optimized Lead Management Across Multiple Brands

Simba Sea Trips is a well-established, Australian-owned travel business that has been offering premium island excursions in Phuket. Known for delivering intimate, crowd-free experiences, Simba Sea Trips has expanded operations to manage two additional businesses: 2 Sea Tour and a local café called Soho. As customer queries began pouring in from multiple digital channels, manual handling became inefficient. ihakimi stepped in with a personalized CRM and bot-based solution to unify their communication, automate workflows, and simplify operations across all three brands.

Client Background

Simba Sea Trips began with a clear mission: to provide high-quality, personalized island tours in Phuket that stood in stark contrast to the overcrowded, impersonal boat trips commonly offered in the region. Simba Sea Trips quickly built a reputation for delivering premium, small group excursions that focus on guest comfort, scenic experiences, and exceptional service.
As the brand grew in popularity, they expanded their business portfolio with two additional ventures:
  • 2 Sea Tour: A complementary travel brand offering similar island experiences to cater to a broader tourist audience.
  • Soho Café: A cozy, locally-run café designed to serve travelers and enhance the pre- and post-tour experience.
With this multi-brand expansion came a surge in direct customer inquiries across social media platforms, websites, and live chats for all three businesses. Managing such a high volume of conversations manually soon became a significant operational challenge.

Challenges

As Simba Sea Trips expanded into multiple businesses, managing customer communication manually across various channels became increasingly difficult.

Multi-Brand Lead Chaos

Incoming queries from three businesses across multiple channels were difficult to manage manually.

Unstructured Customer Routing

All leads landed in a single inbox with no proper way to segment or prioritize them.

Delayed Lead Handling

Without automation, responses, follow-ups, and service updates were inconsistent.

Uncategorized Customer Intent

Teams had no system to distinguish between new leads, returning clients, or service requests.

Solution

ihakimi created a custom multi-bot automation and CRM solution to enhanced customer engagement across Simba Sea Trips, 2 Sea Tour, and Soho Café.

Intelligent Welcome Bot

Each new inquiry triggers an automated message that filters users into “New” or “Existing” paths.
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Clean-Up System

To maintain a clutter-free and focused CRM environment, a smart clean-up system was implemented.
Any incoming messages that are irrelevant such as spam, accidental messages, or unrelated comments are automatically identified and marked as Closed/Lost without requiring manual intervention.
This ensures that the sales and support team only spend time on genuine leads, improving productivity and keeping the lead pipeline organized.
This structured system ensured that each team worked only on relevant leads, minimized cross-team confusion, and maximized task ownership.

More Benefits

ihakimi provided hands-on training to the team. Ensured the system worked well with their schedule, service flow, and real-world challenges.

Interest-Based Flows

Depending on the response, users are directed to either the “Tour Options” bot or the “Private Charter” flow.

Tagged & Tracked Leads

Each lead is tagged based on preferences or source (e.g., Tour, Repair, Charter, Café inquiry).

Live Chat Hand-Off

When a user confirms interest, the conversation is handed off to a live agent automatically.

Re-Engagement Routing

Leads reactivating after closure are placed into a “Reopen” stage, triggering follow-up actions.

Implementation

Multi-Bot Setup customized uniquely for each business brand.
Unified CRM Dashboard displays and manages all incoming leads.
Automated Lead Routing improves both response time and categorization.
Live Chat gives triggers based on qualifying customer responses.
Auto-Tagging Logic organizes leads by customer interest category.
Custom Pipelines Created for each brand within one system.
Reopen Handling Enabled for re-engaged previously closed lead cases.
Spam Filtering System auto-closes bot or irrelevant messages.

Results

Lead Routing Accuracy Increased

Every inquiry is now auto-segmented based on customer status and interest.

Response Time Reduced

Clients get immediate replies regardless of time or channel.

Live Chat Success Rate Improved

Only qualified leads are transferred to agents, improving closure rates.

Zero Missed Conversations

Every interaction is logged, tagged, and processed automatically.

Better Team Productivity

Every interaction is logged, tagged, and processed automatically.

Higher Lead Conversions

Every interaction is logged, tagged, and processed automatically.

Better Data Visibility

Every interaction is logged, tagged, and processed automatically.

Customer Engagement

Every interaction is logged, tagged, and processed automatically.

Key Data Analysis

Automating lead handling and unifying all three businesses under one CRM significantly improved operational efficiency. The system instantly identified whether a lead was new, returning, or irrelevant, allowing for accurate segmentation from the first message.
Overall, the data reflected clearer workflows, faster decisions, and stronger customer engagement.
  • Unified Platform Efficiency: Multiple businesses now operate through a single CRM, reducing confusion and improving workflow.
  • Real-Time Lead Segmentation: Automated bots now identify whether a lead is new, returning, or irrelevant—right at the first interaction.
  • High-Quality Hand-Offs: Every interested lead is seamlessly handed to a real agent for conversion.
  • Reduced Manual Errors: With bots managing routing, follow-ups, and tagging, human error has been significantly minimized.
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Lesson Learned

Automation Creates Headspace

Reduced workload means teams focus on customers, not processes.

Segmentation Improves Conversions

Leads are more likely to convert when their journey feels relevant.

Central CRM Enables True Collaboration

Every brand, every team member on one page.

Live Agent Balance Is Crucial

Bot’s filter efficiently, but human touch still seals the deal.

Reopen Logic Encourages Retention

Leads that return aren’t treated like strangers, improving loyalty.

One Platform = Scalable Operations

Centralization simplified operations across business types and scales.

Client Testimonial

“Managing three brands used to be a nightmare. With automation, we now handle customer queries better, faster, and without chaos. ihakimi gave us a solution that just works and keeps working.”
- Operations Manager, Simba Sea Trips

Conclusion

ihakimi’s customized solution empowered Simba Sea Trips, 2 Sea Tour, and Soho Café to unify lead management, enhance client experiences, and maintain control over multi-brand operations. The result? A smooth, efficient, and professional engagement system that continues to evolve with their growth.

Next Steps

To explore the potential of CRM automation for your enterprise, reach out to ihakimi at the following contact information:
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