Ebookers chooses SFW to handle CRM

Ebookers has hired Stephens Francis Whitson, the direct start-up backed by VCCP, to handle its customer relationship management.

The agency, which landed the work without a pitch, will develop communications to deepen the online travel agent's relationship with customers. This will include cross-selling the different travel options ebookers offers.

It is the third client SFW has won independently of VCCP since it launched in January. The others are More Th>n and Callaway Golf.

Ebookers wants to grow its share of the UK online travel market. The brand is tenth in the market with a share of 2.1 per cent, according to Hitwise data. Expedia is number one with 9.23 per cent, followed by Lastminute.com with a share of 6.71 per cent.

Ebookers hired Agency Republic last year to handle online activity and launched its first TV campaign through Conrad Advertising.

Neil Francis, the creative partner at SFW, said: "It will be challenging to increase the efficiency of all ebookers' communications in a market where customers can all too soon drop out to become cold prospects again."