Customer Service Automation for a Mountain Adventure Company in Spain

The Challenge

Our client is a solopreneur running a mountain experience company in southern Spain. Like many small business owners, he was responsible for almost every aspect of the business, from lead generation and marketing to customer service, administration and delivering the experiences themselves.

One of his biggest challenges was the amount of time spent responding to potential customers. Many enquiries involved answering the same questions about routes, prices, equipment, what was included, difficulty levels and booking arrangements. Managing these repetitive interactions was consuming around 80% of his working time, leaving very little capacity to focus on higher-value activities such as developing new experiences, growing the business and innovating.

What we did

We started the project with a comprehensive analysis of how our client was spending his time, allowing us to identify the activities creating the greatest administrative burden and focus our automation efforts where they could have the most impact. We found that around 85% of leads were generated through Instagram, which was also the main channel used to answer customer questions and manage enquiries.

We then developed a series of Instagram automations for each mountain experience, with an intuitive navigation structure that enabled potential customers to access the information they needed instantly, at any time and directly from their mobile phones.

In addition, we implemented a system to track and analyse customer interactions throughout the enquiry journey. This helped us understand where potential customers were most likely to progress towards a booking, allowing us to continuously refine the experience and improve the effectiveness of the customer journey and conversion process.

Benefits

The benefits for our client were significant. This relatively simple implementation reduced the time spent managing customer enquiries by around 90%, freeing up valuable capacity to focus on growing and improving the business.

The impact went beyond efficiency: bookings increased by 45%, with experiences being booked an average of two months in advance. By mid-2026, the business had already filled most of its available bookings for the first half of the year.

Most importantly, automation gave the owner something that had been difficult to achieve since starting the company four years earlier: the ability to step away from the business and take a proper holiday without customer enquiries stopping!

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