Context

Mundo Marino, a leading company in maritime experiences and excursions, faced a recurring challenge: during peak season, their support channels became saturated due to the enormous volume of operational inquiries they received each day. With GuruSup, they succeeded in automating responses, optimizing reservation management, and integrating key systems such as FareHarbor to provide real-time information.

Challenges:

Demand peaks that were hard to absorb
During critical months, the volume of messages exceeded the team’s human capacity to respond, creating bottlenecks and lowering visitor satisfaction.

1. Constantly changing availability
   Excursions depend on factors such as weather and logistics. Users needed fast answers about:

• Date and time availability

• Last-minute changes

• Cancellations or rescheduling

3. Frequent inquiries that consumed the team’s time
   A large portion of messages were repetitive questions about:

• Booking details

• Cancellation policies

• Invoices or receipts

• Excursion status after weather alerts

4. Integration with external systems
   FareHarbor is the platform used to manage bookings. Mundo Marino needed customer-facing information to be automated, accurate, and updated in real time.

Solution with GuruSup

GuruSup unified customer service across Gmail and WhatsApp, allowing the team to respond in seconds with consistent, verified information. The platform was integrated with FareHarbor through APIs, enabling real-time availability checks, instant delivery of booking details, automatic weather-related notifications, and immediate retrieval of invoices or receipts. The assistant interprets each message, queries the necessary system, and returns precise data without manual effort.

Weather incidents and last-minute operational changes were also automated. When conditions changed, the system could proactively notify visitors, reschedule bookings, offer alternatives, or manage refunds according to policy. This significantly reduced the volume of critical messages during disruptions.

Additionally, around 70% of repetitive questions—such as schedules, meeting points, excursion requirements, cancellation rules, and invoice requests—were resolved automatically through predefined flows, freeing the team from constant manual replies.

"GuruSup reduced the team’s operational workload by 80%, allowing staff to focus on complex cases while the assistant handled most inquiries. Response times dropped from hours to seconds during peak season, even with more than 10,000 messages. Errors decreased thanks to the real-time FareHarbor integration, which ensured accurate and up-to-date information. Visitors experienced a smoother journey with automatic confirmations, personalized responses, and real-time updates, significantly improving satisfaction and overall service perception."