The business model seems simple – “have cars, have customers, have revenue” – but in reality it contains many layers of complexity:

• Unloyal customers: they look for price, quick response and reliability; without a good experience, they are ready to switch to another unit.
• Unpredictable orders: may be peak during holidays, low in the middle of the week; schedules change constantly, need to be updated quickly.
• Heavily dependent on the sales team to operate: everything runs by humans – calling, texting, manual notes – leading to errors, missing customers, or slow responses.

Therefore, most businesses in the industry are “stuck” in a reactive sales model, and have not yet moved to a proactive and data-driven model.

It is worth mentioning that — many businesses in the industry are not inferior to each other in service quality, but are inferior in response speed and the ability to maintain a consistent experience. In a market where customers can book a car just by “searching” to billion suppliers, the business that responds faster and more professionally wins.

Growth Limit: When Revenue is No Longer Proportional to Effort

Anh Khoa Travel – a car rental business in Ho Chi Minh City – used to operate very stably with 15 vehicles and a number of loyal customers. Six years of experience helped them understand the market and understand the customer journey, but that is why they feel even more clearly the limit.

“We do not lack customers, but we always feel like we are losing customers somewhere without knowing why.” – Mr. Khoa, Founder shared.

That feeling does not come from weak business, but from data fragmentation. Each communication channel – Facebook, Zalo, Website – is a separate “island”. Customer information is scattered, lacking interaction history, making care almost impossible. Quotations, contracts and vehicle tracking are still on Excel – leading to errors, delayed responses and losing potential customers due to a few minutes of delay.

When advertising costs increase without being able to trace back which customer source brings real profit, businesses understand that: human growth has reached its limit; must shift to system-driven growth.

The turning point: When service businesses start to “think with data”

Anh Khoa Travel chose GTG CRM not to “have another management software”, but to rebuild the way they operate.

Instead of focusing on “customer management”, they aimed for a bigger goal – building a unified, responsive, and data-driven operating system.

The first thing that changed was the speed speed.

In the car rental industry, response speed is a revenue opportunity. A customer asks for a price for a Da Lat tour - if there is no response after 10 minutes, it is likely that they have booked elsewhere.

When deploying GTG CRM, all conversations from Facebook, Zalo, and Website are combined into a single interface. Employees no longer have to switch between applications, and especially, AI supports suggesting appropriate answers right in the chat box, helping reduce the average response time from 45 minutes to 13 minutes.

But speed is just the starting point. The deeper change is the way businesses see – from a series of discrete tasks to a measurable process.

Instead of “following whoever remembers which customer”, GTG CRM sets up a clear sales journey: new customer, quoted, waiting for confirmation, booked, completed. Each step is recorded by the system, reminded, and tracked for conversion rates. After 3 months, the rate of customers responding after receiving a quote increased from 38% to 67%.

From there, Anh Khoa Travel began to move from reactive to proactive.

With AI Landing Page Builder, they can create a “Quick Car Booking” page in 15 minutes, collect customer information and upload it directly to CRM. At the same time, the workflow automatically sends confirmation emails, offers, and reminders after a few days – the entire nurturing process takes place without the need for additional personnel .

Building Landing Pages is easier with GTG CRM

The true value of digital transformation

Looking back after three months of implementation, The numbers speak for themselves:

• Response time reduced by 70%.
• Customer response rate increased by 76%.
• Number of monthly bookings increased by 42%.
• Customer return rate increased by 2.5 times.

But the bigger value lies in the change in working culture.

Whereas before, every employee operated on personal habits, now they work on data – knowing which customers are in which stage, knowing when to follow-up, and knowing which behaviors drive conversions.

Businesses are no longer dependent on “people remember” but depend on “memory systems”.

Customers clearly feel the professionalism: no matter which channel they contact, they still receive consistent feedback and are called by name every time they return.

In essence, it is not just a software application – but a transformation of management thinking: from manual operation to data-driven operation.

GTG CRM and lessons for Vietnamese service businesses

In service industries that are highly dependent on response speed and experience, competitive advantage does not lie in how many employees, but rather the ability to aggregate data and respond as a unified organization.

When every message, journey, and response is stored in the same platform, small businesses can also run as smoothly as a large company.

Processing helps new employees integrate quickly; data helps managers forecast and expand branches without fear of “system failure”.

This is especially important in the context of the Vietnamese market entering the stage of “datafication of small and medium enterprises” – where software is not just a tool, but an operating infrastructure.

Conclusion: Not replacing people with machines – but helping people work smarter

Digital transformation, for many people, is still a distant concept. But for businesses like Anh Khoa Travel, it is a true story: when people start to trust data, they work better, faster, and make more accurate decisions.

GTG CRM not only helps manage customers, but also becomes the “operational backbone” where data, processes, and people connect.

And when that happens, small businesses are no longer “underdogs” – but organizations capable of sustainable growth in a volatile market.

“I don’t think a software can change the way I operate.

But GTG CRM makes customers more trustworthy, employees more proactive, and my business can grow sustainably more.”

— Anh Khoa, Founder of Anh Khoa Travel.

Are you in the business of car rental, tours, or transportation services?

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