Orvis

The Customer

A US-based retailer specializing in fly fishing, wing shooting, and lifestyle apparel, Orvis operates a dedicated adventures division delivering premium, multi-day guided experiences across global destinations. Managing complex itineraries, unique supplier agreements, and tailored customer requirements at scale, Orvis effectively functions as a mid-sized tour operator.

Before Kaptio

• Heavy reliance on spreadsheets and email for all booking operations
• Manual quote creation causing slow turnaround times
• Disconnected systems for bookings, payments, and customer data
• All bookings handled over the phone during office hours only
• High administrative workload limiting team capacity to grow

The Solution

Kaptio centralized and automated Orvis's entire sales and booking workflow — replacing manual, phone-based processes with a single end-to-end platform.

• Automated Quote Generation — Fast, consistent quotes replacing manual, time-intensive creation
• 24/7 Self-Service Booking — Customers review, confirm, and pay on their own schedule
• Customer Data Collection — Automated capture of travel details and preferences
• Unified Reporting & Insights — Full visibility into performance, trends, and business data

"The transition has been hugely transformational. We've gone from almost all bookings happening over the phone to customers booking on their own time through the platform."

— Andrew Pierce, Travel Experiences Manager, Orvis

Results

• 25% reduction in quote creation time
• 30% increase in sales conversion rates
• 20% reduction in administrative workload