Ebookers chooses Stephens Francis Whitson to handle CRM

LONDON – 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%, according to Hitwise data. Expedia is number one with 9.23%, followed by Lastminute.com with a share of 6.71%.

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."

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