A Swiss incoming-tourism agency
From WhatsApp and email to one system for bookings, guides, itineraries and invoices.
18.5h
hours saved every week in the office*
More than two working days, every week.
From the system
- freelance guides use it daily
- 16
- office staff run the business on it
- 4
- guided activities a week in peak season
- 45
- live since
- May 2026
A Swiss incoming-tourism agency
A family-run incoming-tourism agency in Switzerland organises guided tours and multi-day programmes for groups from around the world. Before OmniPluma, every booking lived in an email thread, guides were found through WhatsApp and invoices were written by hand.
The challenge
Peak season means dozens of guided activities a week. Each one needed a guide found, confirmed, briefed and reminded, and each booking needed an itinerary and an invoice. The office spent its days copying the same details between emails, chats and documents.
What we did
We spent time in the office and with the guides, mapped every step from the client's first email to the paid invoice, and built one system around it. Office staff work on desktop; guides use it on their phones.
What changed
The chats are gone. Bookings, guides, itineraries, questions and invoices live in one place, and the office gets back more than two working days every week.
Key result
Hours saved, step by step
Where the office time goes now, compared with the way it worked before.
Workflow step
Before
With OmniPluma
Saved per week
Booking intake
BeforeAbout 20 minutes typing each multi-day request from email
With OmniPlumaAbout 5 minutes: paste the email, the booking fills itself in, staff check it
Saved per week3 hGuide assignment and confirmation
BeforeAbout 10 minutes per activity on WhatsApp: ask, wait, chase, confirm
With OmniPlumaAbout 2 minutes: pick from available guides, the guide accepts in the app
Saved per week6 hItineraries and briefings
BeforeAbout 15 minutes per booking assembling documents
With OmniPlumaAbout 2 minutes: the briefing is generated from the booking
Saved per week2.5 hGuide questions
BeforeQuestions scattered across chats and phone calls
With OmniPlumaOne thread per tour, with every answer kept
Saved per week2 hReminders
BeforeAbout 3 minutes per activity messaging guides the night before
With OmniPlumaAutomatic, with delivery confirmation
Saved per week2 hInvoicing
BeforeAbout 20 minutes per invoice in Word and Excel, plus payment tracking
With OmniPlumaAbout 5 minutes: numbered, VAT-correct PDF with payment status
Saved per week3 h
Office total
18.5 h/ per week
Plus about 8 h a week across the guide team.
* Estimated from peak-season volume. Headcounts and activity volume are taken from the system.
Inside the system
Bookings
Paste a client's email and the booking fills itself in, programme included.
Guide assignment
See who is available, assign in one click, and the guide confirms in the app.
Itineraries and briefings
Briefings and itineraries are generated from the booking, always current.
Guide questions
Guides ask questions on the tour itself, and the answers stay with it.
Reminders
Guides are reminded automatically before each tour, with delivery confirmed.
Invoicing
Numbered, VAT-correct invoices with payment status, including combined group invoices.
Still evolving
The system grows with the agency. Added in September 2026 alone:
- Encrypted nightly backups, with every copy test-restored automatically
- Guide reminders with confirmed delivery
- Several invoices per booking, and combined invoices for groups
- Bulk booking groups for multi-day programmes
- Guide feedback and ratings after every tour
A look at the screens
Illustrations with invented data. The real system stays private.
Show us how you work. We'll show you where the hours go.
A free, no-obligation workflow review. You leave with a clear picture, whether or not we build anything.