EGL Tours – The Comprehensive Application of Members’ Behaviours

Is Your Customer Journey Truly Connected?

EGL Tours, one of Hong Kong’s top travel agencies, struggled with siloed data, disconnected O2O systems, and low seminar conversions. Frontline staff had no real-time insights, while campaigns were slowed by manual processes.

With Motherapp’s Omnichannel Loyalty Platform, EGL achieved:

／Tiered rewards to boost repeat bookings

／One-click seminar registration and QR check-in

／Unified CRM for personalized clienteling

／Multi-channel messaging to drive sales

Unlocking Loyalty Through Omni-channel Loyalty Platform

／Motheapp is more than an app — it was a shift:

／From silos → to integrated insights

／From manual workflows → to agile campaigns

／From generic offers → to personalized loyalty

See how EGL Tours transformed engagement, loyalty, and growth with Motherapp.

Motherapp Solution: A Membership Engagement App for a Leading Travel Brand

Client: EGL Tours

Motherapp Solution Features:

1. Tiered rewards and exclusive member activities
2. Online-to-offline (O2O) seminar and event integration
3. Data-driven frontline sales support
4. Multi-channel messaging (SMS, WhatsApp, Email, App push) to drive engagement and sales
5. Web App integration to simplify seminar participation

Step 1. Background

Founded in 1987, EGL Tours is one of Hong Kong’s most established travel agencies, offering a wide range of travel services including guided tours, FIT packages, flight and hotel bookings, and more.

In the travel industry, customer relationships are critical. Unlike FMCG, customers don’t purchase every day. But when they have one or two positive experiences and maintain ongoing interaction with a brand, they are much more likely to return for their next trip.

As part of its digital transformation, EGL partnered with Motherapp’s Omnichannel Loyalty Platform to deliver a smoother online-to-offline experience.

Motherapp solution helps collect and analyze member data, empowers frontline staff with real-time insights, and enables smarter strategies — ultimately driving business growth.

Step 2. Client’s Challenges

1. Disconnected Online and Offline Systems

EGL’s website, registration center, and social campaigns all operated independently. Customers could find information online, but struggled to connect seamlessly to offline seminars or in-store experiences. This broke the customer journey and made remarketing inefficient.

2. Scattered Member Data, Limited Insights

Large volumes of customer data existed, but were stored across siloed legacy systems. Without integration, EGL couldn’t generate actionable insights or predict what kind of offers and campaigns would resonate with different target groups.

3. Lack of Real-Time Support for Frontline Staff

Sales in the travel sector still rely heavily on face-to-face interactions. Yet frontline staff lacked immediate access to member history or preferences, meaning service often depended on personal experience rather than data. EGL wanted to empower staff with instant access to a member’s past bookings, event participation, and interests — enabling personalized recommendations and upselling opportunities.

4. Weak O2O Conversion

Seminars and offline activities are critical to EGL’s customer acquisition and conversion strategy. However, without a strong O2O system, online ads drove traffic but didn’t translate smoothly into seminar registrations or participation. This limited both marketing ROI and customer loyalty.

5. No Agile Campaign Management Tool

Travel products and promotions change frequently, with 1–2 new campaigns launched each week. Yet the old system lacked tools to quickly set up or manage events. Marketing teams couldn’t create campaigns independently and had to rely on time-consuming manual processes, slowing down response times and reducing agility.

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Step 3. Motherapp Loyalty App/Platform Solution

To address these challenges, EGL partnered with Motherapp to build a comprehensive membership app designed for both loyalty and growth. The solution not only strengthens engagement with existing members but also simplifies the journey for new customer acquisition.

1. Tiered Rewards and Exclusive Member Benefits

• Points-to-eDollars Conversion: Members earn 1 point per HK$1 spent across EGL’s channels. 20,000 points can be redeemed for HK$100 eDollars, which can be applied instantly at checkout — boosting purchase intent and repeat bookings.
• Exclusive Offers: Regular updates with the latest travel news, member-only discounts, and surprise rewards to strengthen loyalty and repeat engagement.

2. O2O Seminar and Event Integration

In travel, bookings and sales often happen offline, while promotions are driven primarily by online ads and social media.

Motherapp’s design bridges this gap: whether customers see an event in the app or through Facebook, Instagram, or WhatsApp, they can instantly register.

• Simplified Registration: Members can sign up for events with one click via the app or Web App. At the venue, they simply scan a QR code to check in.
• Lower Entry Barriers, Higher Conversion: The Web App allows users to join directly from ads or social media without first downloading the app, giving them immediate access to e-coupons, e-membership cards, and event signups.
• Smart Banner for App Downloads: Web App includes a Smart Banner to prompt downloads at the right time, gradually converting casual users into app members.
• Seamless CRM Integration: Registration and attendance records sync directly to the CRM system for accurate tracking and remarketing.
• Digitized Workflow: End-to-end automation of registration, check-in, and data capture improves efficiency and speeds up conversion.
• Offline-to-Online Loop: Attendees receive exclusive coupons redeemable only through the app, encouraging downloads and ongoing digital engagement.

Through Motherapp, EGL fully digitized offline events, making participation easier for members while giving the business team real-time insights into attendee data for smarter campaign design.

3. Empowering Frontline Sales with Data-Driven Clienteling

Frontline sales staff need a single, complete view of each member — including app/web interactions, booking history, and offline event participation.

• Instant Staff Support: With integrated transaction, coupon, and activity data, staff can immediately view a member’s travel history, preferences, and past participation, enabling more personalized recommendations and upselling.
• Cross-Channel Data Sync: Offline and online interactions feed into the same system, supporting accurate segmentation and boosting digital marketing effectiveness.

4. Multi-Channel Messaging to Drive Engagement and Sales

• Four-Channel Integration: SMS, WhatsApp, email, and app push notifications can all be managed from one backend system. EGL uses these primarily to promote offline seminars and member-only events, as well as highlight new travel packages.
• Targeted Segmentation: The system supports precise audience grouping — e.g., seminar regulars receive invites for upcoming events, while customers browsing FIT packages get personalized travel deals.

This precision marketing approach significantly boosts participation rates and trip bookings, strengthening loyalty while driving revenue growth.

5. Web App to Simplify Seminar Participation

• Lower Barriers, Higher Conversions: Members can join directly from ads or social posts via Web App without downloading the app. They can instantly access e-membership cards, coupons, and event registrations.
• Smart Banner for App Downloads: Once engaged, users are nudged toward downloading the app for a more complete and immersive brand experience.

Step 4. Results & Benefits

1. Digital Membership App and Web App to Enhance Experience

With Motherapp’s Loyalty Platform, EGL introduced both a native app and a Web App to create a seamless, easy-to-use customer journey. Whether checking travel information, signing up for events, or redeeming offers, everything is centralized in one platform — accessible to both younger digital users and older offline-first audiences.

2. CRM Integration to Strengthen Clienteling

Data from bookings, coupons, online behavior, and offline events is now consolidated into a single platform. Frontline staff can instantly view a member’s complete history, while marketing teams gain the ability to segment precisely and design smarter campaigns. This has improved upselling opportunities, personalized service, and long-term customer loyalty.

3. Simplified O2O Flow to Boost Conversions

The entire event journey — from registration to attendance — is digitized. Members enjoy a smooth, one-click process, while participation data flows directly into the CRM for analysis. This seamless experience has shortened the path from ad to attendance, increased participation rates, and improved ROI on marketing spend. At the same time, simplified workflows allow EGL to launch more campaigns with greater efficiency.

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東瀛遊賞旅遊 EGL Tours – 全方位會員活動數據應用

Motherapp 解決方案：知名旅遊品牌的會員互動應用程式

客戶：EGL Tours 東瀛遊

核心功能：

1. 建立分層獎賞機制與會員專屬活動
2. 打造線上到線下（Online to Offline, O2O）旅遊講座與活動互動
3. 數碼推動的前線銷售支援
4. 多渠道（手機短訊、WhatsApp、Email、App 推播）推送，帶動活動參與與行程銷售
5. 利用 Web App 簡化線下活動 （如：Seminar）參與流程

第一步. 客戶背景

東瀛遊 EGL Tours 自 1987 年成立以來，一直是香港家喻戶曉的旅行社品牌，提供多元化的旅遊產品，包括旅行團、自由行套票、機票及酒店預訂等，滿足不同旅客的需求。

在旅遊業中，顧客關係的經營尤為關鍵。雖然顧客並不會像購買快消品般頻繁消費，但只要曾擁有一兩次良好的體驗，並持續與品牌保持良好互動，他們往往會傾向再次選擇同一品牌出行。

隨著數碼化的推進，東瀛遊 EGL Tours 期望透過 Motherapp 一站式顧客忠誠解決方案（Loyalty Platform），為顧客帶來更順暢的線上與線下參與體驗。同時，協助品牌更全面地收集及分析會員數據，並即時支援前線員工，提升服務質素及優化業務策略，最終推動業績增長。

歡迎於 Google Play 上下載東瀛遊 EGL Tours APP，查看 Motherapp 設計的功能。

第二步. 客戶挑戰

1. 線上線下系統脫節，體驗難以整合

東瀛遊 EGL 的各項平台（如官網、報名中心、社交媒體廣告推播等）目前各自獨立運作。

顧客雖能在線上取得資訊，但往往難以無縫銜接至門市體驗或線下活動，造成顧客旅程斷裂。這不僅削弱了整體體驗，也讓品牌無法全面掌握顧客互動歷程，進而影響再行銷與會員經營的成效。

2. 會員數據分散，難以產生精準洞察

雖然東瀛遊 EGL 累積了大量會員資料，但數據存放於不同舊系統中，未能有效整合與分析。

由於目標客群多元，品牌需要從過往的互動行為（如參加活動、查詢行程、過往消費紀錄等）中，推導出後續行銷策略。然而，現有架構難以將這些數據轉化為有價值的洞察，精準行銷的落地因此受到限制。

3. 前線服務缺乏即時數據支援

旅遊業的銷售仍高度依賴門市與面對面互動，但前線員工在解答顧客問題或推薦產品時，缺乏即時會員資訊可供參考，服務往往只能依靠個人經驗，而非數據驅動。

東瀛遊 EGL 希望能整合會員的歷史紀錄與偏好，並將這些資訊即時呈現給門市員工，使他們在與顧客接觸前就能快速掌握背景，從而提供更具針對性的建議與追加銷售。這不僅能提升服務水準，也能有效提高顧客滿意度與行程轉換率。

4. O2O 轉換不足，廣告與活動成效難以最大化

不同於一般零售業，東瀛遊的業務模式高度依賴線下旅遊講座與活動，這些都是吸引新客與推動轉化的重要渠道。

然而，現有架構缺乏完善的 O2O 串聯，線上廣告雖能帶來流量，但未能有效導向線下報名或實際參與，導致轉換率偏低。這不僅削弱了推廣活動的影響力，也限制了會員互動與忠誠度的進一步提升。

5. 缺乏靈活快速的活動管理工具

旅遊產品與推廣活動更新頻繁，平均每週需建立 1 至 2 個新活動或推廣專案。

然而，過去系統並沒有提供能即時建立與管理活動的功能。無論是臨時新增的旅遊講座，或是針對不同目標群體的限時推廣，行銷團隊往往無法自行完成，只能依靠繁瑣且低效率的流程處理，限制了反應速度與靈活性。

若您的企業也遇到相同的問題與瓶頸，請直接點擊預約會議諮詢方案。

第三步. Motherapp 顧客忠誠 APP 解決方案

為解決上述挑戰，東瀛遊 EGL 與 Motherapp 合作，開發了一套完整的會員忠誠 APP 方案。

此方案不僅加強現有會員的忠誠度與互動性，同時簡化了新會員轉化旅程，協助品牌在高度競爭的旅遊市場中持續拓展客源。

1. 建立分層獎賞機制與會員專屬活動

• 消費累積積分兌換 eDollars：

適用於所有 EGL 服務渠道。會員每消費 HK$1 可獲得 1 積分，20,000 積分可兌換 HK$100 eDollars。結帳時可即時抵扣費用，大大提升會員消費意願與回購率。

• 專屬會員優惠：

系統會定期推送最新旅遊資訊、會員限定折扣與驚喜獎勵，持續加深會員與品牌的互動與忠誠度。

2. 打造 O2O 旅遊講座與活動互動

在旅遊業中，顧客的訂單與活動參與多以線下的面對面銷售為主，但推廣則有相當大一部分來自線上廣告與社交媒體。

因此，Motherapp 的設計讓顧客無論是在 APP 裡看到活動通知，還是透過 Facebook、Instagram 或 WhatsApp 收到推播，都能快速完成講座或活動的報名。

• 簡化報名流程：會員可直接在 APP 或 Web APP 查看活動，一鍵報名；到場時出示 QR Code 即可快速入場。
• 降低新系統進入門檻並提高轉化率：除了手機應用程式外，本方案還提供了 Web App，會員可直接從社交媒體或廣告連結直接進入 EGL 的電子渠道，無須立即下載應用程式，，亦可即時瀏覽會員專屬功能，如電子會員卡、優惠券及已報名活動，有效提升轉化率。
• Web App 智能 Banner 提升應用程式下載率：Web App 內設有智能橫幅 (Smart Banner)，適時引導用戶下載手機 App，提升沉浸式的品牌體驗。
• 一站式整合：會員的報名與出席記錄會自動同步到 CRM 系統，方便後續進行精準行銷。
• 流程數碼化：報名、報到與數據全部自動化處理，提升效率，加快從活動參與到實際轉換的速度。

同時，旅遊行程的客群中有不少年長會員，他們未必經常接觸社交媒體廣告，也不一定會主動下載 會員 APP。因此，東瀛遊在舉辦線下活動時，會透過現場互動引導這些會員下載 APP，進一步擴展數碼化觸點。

• 線下帶動線上：參加講座的會員會獲得專屬旅遊團優惠券，需透過 APP 領取與使用，進一步推動 APP 下載與線上互動。

透過 Motherapp 設計的 Loyalty APP，東瀛遊將線下活動流程全面數碼化，讓會員參與更簡單便利。同時，業務團隊亦可即時掌握每位會員的活動參與紀錄與過往交易數據，從而設計出更具策略性的行銷推廣活動。

3. 數碼驅動的前線銷售支援

前線人員需要能夠即時掌握單一會員的完整資料，包括其在 APP / Web APP 上的互動紀錄，以及歷來的訂單與線下活動參與情況。

• 即時支援門市員工：系統整合線上與線下的交易紀錄、優惠券使用狀況及會員活動數據，讓員工可快速查閱該會員的旅遊歷史、偏好及參與過的活動，從而提供更個人化的建議與行程選購推薦。
• 跨渠道數據同步：門市互動數據可與線上平台相互串聯，不僅能協助精準市場細分，也能提升線上推廣與行銷成效。

4. 多渠道推送，帶動活動參與與行程銷售

• 四大渠道整合，一站式推送：行銷團隊可直接在後台設定，透過手機短訊、WhatsApp、電郵及 App 推播向會員發送訊息，並依據會員偏好選擇最合適的觸達方式。對東瀛遊而言，推送的核心重點在於 宣傳線下旅遊講座與會員專屬活動，以及推廣最新的旅遊行程與套票，確保品牌能夠持續維繫會員參與度與消費意願。
• 靈活分群，精準行銷：系統可根據會員屬性與行為紀錄進行分群，例如：向經常參與講座的會員推送下一場活動資訊，或向近期查詢過自由行套票的會員發送專屬優惠，讓訊息更具針對性。

透過這種精準而高效的推送，東瀛遊能夠大幅提升活動參與率與行程銷售轉化率，同時強化會員黏性，推動營收持續增長。

5. 利用 Web App 簡化 Seminar 參與流程

• 降低使用門檻，提升轉化率：除了手機應用程式外，Motherapp 也支援東瀛遊 Web App。會員可直接從社交媒體或廣告連結進入東瀛遊的數碼渠道，無需立即下載 APP，就能即時瀏覽電子會員卡、優惠券及已報名活動，讓更多人願意參與並有效提升轉化率。
• 智能 Banner 引導下載：Web App 內設有智能橫幅 (Smart Banner)，在合適的時機提醒並引導用戶下載 APP，逐步將新用戶轉化為長期會員，並提供更完整的品牌體驗。

第四步. 成效與效益

1. 推出數碼化會員 APP / Web APP，優化顧客體驗

對企業而言，開發 APP 的核心目的在於優化會員與品牌之間的體驗。

EGL 透過全新數碼化的 APP 與 Web APP，讓顧客可以隨時隨地快速連接品牌服務。無論是查詢旅遊資訊、報名活動，還是領取優惠券，流程都被簡化並集中於同一平台。

系統的設計特別考慮到旅遊業客群多元的特性，無論是年輕族群還是年長家庭用戶，都能輕鬆上手並獲得順暢體驗。

2. 串接 CRM 系統，強化前線客戶經營（Clienteling）

過去，企業雖能看到業務的營收成果，但缺乏精細化的會員洞察，無法明確辨識哪些顧客是一次性消費，哪些是具有長期價值的忠誠客戶。

Motherapp 的 Loyalty APP 透過與 CRM 系統的無縫串接，將會員的交易紀錄、優惠券使用情況、線上互動與線下活動參與數據 整合到單一平台。

前線員工因此能即時掌握單一會員的完整資訊，並根據顧客的偏好和歷史行為，提供更具針對性的建議與行程推薦，增加成交率。同時，這些數據也能幫助行銷團隊進行精準分群，設計出更有策略性的行銷活動。

3. 簡化 O2O 活動流程，提升轉換率

旅遊講座與線下活動一直是 EGL 的核心推廣與轉化渠道，但過去報名、報到與數據整合流程繁瑣，往往降低了參與效率。

透過 Motherapp 的數碼化方案，整個 O2O 流程全面優化：顧客可透過 APP 或 Web APP 一鍵完成活動報名，到場時只需出示 QR Code 即可快速入場，參與紀錄亦會自動同步至 CRM 系統。

線上到線下的無縫體驗不僅縮短了顧客從行銷觸達到實際參與的旅程，提升了報名與出席率；更重要的是，參與後的行為數據能即時被分析與應用，為後續行銷提供精準依據。

Motherapp 解決方案讓企業能夠簡化活動執行流程，以更低成本與更高的效率推廣線上與線下行銷活動，進一步擴大會員觸達與轉化成效。

請直接點擊預約專人會議。