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Craig Burgess is the CEO of Murray River Paddlesteamers, a boutique cruise operator in Australia that offers unique, single-day, and multi-day cruise experiences up and down the incredible Murray River.
Before adopting Tour Amigo, Craig was previously using a software that was not well-suited for their multi-day cruise business, as it lacked the necessary features he needed to accommodate their target customer base. Additionally, customers expressed their frustration with their online booking process, which led MRPS to search for a solution that would streamline bookings and impact their bottom line.
Here's how Tour Amigo helped MRPS increase revenue, retain customers, and maximize staff efficiency overall.
Riding the Waves: The Challenges with Their Current Software
When we spoke to Craig, he shared with us that he had already been using a booking reservation software, but it was only able to handle single-day tours. Because Murray River Paddlesteamers was offering multi-day cruise trips, they needed a software that allowed them to customize, add packages and tour add-ons, and service multiple types of bookings.
This included solo pricing, as they found that some customers would be traveling solo—a common cruise operator trend for 2025—while in group bookings, different members of the same family or group of friends wanted to pay for their trip individually.
Additionally, their previous software lacked the ability to provide cabin availability and pricing in real-time. Not only this, but MRPS also found that it was difficult to take bookings online; the booking process on their current site was clunky, and more often than not, customers would have to call the office to complete the process,. This created a bottleneck that overwhelmed staff, and it was unclear if potential customers were walking away before completing their booking.
"The challenge for us was to make booking for older people, particularly computer savvy, really easy. We needed something that would involve a limited amount of clicks in order to search for a trip, then for them to be able to make that booking on their own, and with ease.
MRPS also needed a software solution that could automatically generate detailed itineraries for their multi-day tours, ensuring customers received essential information immediately.
"The ability to provide customers with their itinerary straight away...making the process from A to Z very simple and compact was a major draw."
Jumping Ship: Why MRPS Made the Switch
First and foremost, MRPS needed a software that could support all aspects of multi-day tours. Unlike the software they were using, Tour Amigo stood out by offering features like detailed itinerary management, real-time cabin availability, and the ability to bundle accommodations, meals, and activities into a single, customisable package. Furthermore, Craig told us that customer feedback made it clear that MRPS’s previous booking process was too slow and often required phone calls to complete reservations. Their customers wanted a faster, more intuitive solution that allowed them to book confidently online without extra steps, and staff needed time to focus on other tasks.
Tour Amigo helped accomplish this with:
A user-friendly interface tailored to less tech-savvy customers, enabling smooth online bookings.
Real-time cabin availability and 'Book Now' buttons displayed directly on their website via a white label solution, which created a sense of urgency and encouraging immediate bookings.
Seamless website integration, ensuring the booking process felt like part of their existing system rather than a clunky third-party add-on.
Craig added that part of getting onboard with Tour Amigo also had to do with their documentation feature.
Craig said, "The ability to provide customers with their itinerary straight away and make the process from A to Z very simple and compact was a major draw." Tour Amigo made it super simple for MRPS to provide detailed itineraries as PDF attachment to their users automatically upon each booking confirmation via email, which also helped streamline the process and free up time for their staff.
Finally, once the booking process was made easier, Craig felt it was time to get their offerings in front of more potential customers, knowing that they'd soon be able to confidently make bookings on their own. Tour Amigo's distribution network opened up MRPS to a wider audience, and the ability to create personal log-ins for travel agents meant Tour Amigo promised a nice revenue boost.
Docking at Port: MRPS' Results From Tour Amigo
Tour Amigo has transformed Murray River Paddlesteamers by addressing critical challenges in their booking and operational processes. By providing a solution that could support their multi-day tours while simplifying online bookings, and helping them re-engaging hesitant customers, MRPS has seen significant improvements in operational efficiency and a major boost in overall customer satisfaction. Additionally, they were able to increase their revenue by having access to Tour Amigo's distribution network.
Here's how these changes unfolded:
Enhanced online direct bookings
One of the most immediate impacts of Tour Amigo was the improvement in online direct bookings. By offering a seamless and user-friendly booking interface, MRPS eliminated the need for customers to call the office, which had previously overwhelmed staff and created bottlenecks.
Craig shared, “We’ve definitely seen an increase in what I call online direct bookings that come through without talking to our staff.”
This freed up the team to focus on other priorities while improving the overall customer experience.
Re-engaging potential customers
Tour Amigo’s prepayment feature allowed MRPS to follow up with customers who had abandoned their bookings, turning lost opportunities into revenue.
Craig recalled, “We had a customer pause their booking due to the cost of a solo cabin. Thanks to Tour Amigo’s prepayment feature, we were able to follow up and secure the booking—resulting in an $8,000 sale. That’s the kind of difference this software has made for us.”
Increased travel agent engagement and sales
Tour Amigo introduced an integrated distribution partner portal, making it easy for travel agents to book directly using personalized logins. This streamlined approach encouraged greater agent participation and significantly boosted bookings. “The ability to load on distribution partners and provide them with personal logins has significantly increased the number of travel agents booking with us,” said Craig.
Expanded reach through new channels
Speaking of distribution, the introduction of Tour Amigo’s distribution partnership network connected MRPS with a broader audience, opening up new revenue opportunities. By simplifying the booking process for both customers and partners, MRPS was able to maximize their reach and grow their revenue with esae.
Operational efficiency and happy customers
Finally, Tour Amigo's ability to automatically generate detailed itineraries and send them as PDF attachments upon booking saved time for staff while keeping customers happy. Customers received all essential details immediately, while staff were able to allocate time elsewhere, which had been previously spent on manual follow-ups.
The Next Voyage: The Future of Tour Amigo + Murray River Paddlesteamers
For Craig Burgess and Murray River Paddlesteamers, choosing Tour Amigo wasn’t just about solving immediate challenges—it was about finding a partner for the future. Unlike their previous software, Tour Amigo offered a personalized experience and unmatched customer service, ensuring that their needs were heard and addressed.
“What stood out to us was that Tour Amigo isn’t just a software—it’s a company that grows with us,” Craig explained. “They’re constantly adding new features, keeping us updated, and genuinely listening to our feedback.”
With Tour Amigo’s innovative approach and dedication to evolving alongside their customers, MRPS is confident that their software will continue to meet their needs as their business grows and their offerings expand.
About Murray River Paddlesteamers
Murray River Paddlesteamers (MRPS) is a boutique cruise operator based in Australia, offering unforgettable journeys along the iconic Murray River. Specializing in both single-day and multi-day cruise experiences, MRPS provides guests with a unique blend of history, relaxation, and adventure aboard their fleet of authentic paddlesteamers. From serene river views to carefully curated onboard activities and gourmet dining, MRPS creates memorable experiences for travelers seeking a deeper connection with Australia’s natural beauty and rich heritage.
Under the leadership of CEO Craig Burgess, MRPS has built a reputation for exceptional customer service and innovative travel offerings. Whether catering to solo travelers, families, or groups, the company prides itself on tailoring every cruise to its guests’ needs, ensuring each trip is as seamless as it is unforgettable. For those seeking a one-of-a-kind river cruise experience, Murray River Paddlesteamers delivers on all fronts.
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