Gold’s Yacht case study: 80% increase in handled calls and booking growth with CallGear

A case study on how a premium yacht rental company in Dubai with a fleet of 150+ yachts and clients from over 50 countries built a scalable, fully controlled sales system in just 6 months.

“As the business grew rapidly, so did the complexity: a high volume of inquiries, strong seasonal peaks, international clients, and multiple communication channels. At a certain point, it became clear that the existing system could no longer keep up — and revenue was being lost.— Sergey Rybnikov, CEO, Gold’s Yacht

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What was happening before CallGear

Gold’s Yacht operates in a omnichannel sales environment: customer inquiries come through WhatsApp, Instagram, Email and phone calls.
When the company was smaller, a team of 5+ sales managers could handle the workload. But as the business scaled, systemic issues began to emerge:

• 15% of messages were lost across WhatsApp and Instagram conversations
• 25% of incoming calls went unanswered due to capacity limits
• First response time reached 20–40 minutes, which in the premium segment usually means one thing — the client has already chosen a competitor
• Management lost visibility into where leads were dropped, who handled requests, and how inquiries moved through the system

Check if you’re facing the same revenue losses

The company faced a classic growth problem:

🡒 more inbound inquiries meant more losses — without a system in place.

To continue scaling without expanding the team, Gold’s Yacht needed automation, a centralized communication hub and full operational control a foundation that would allow sales to grow without sacrificing service quality or revenue.

The сhallenge no one talks about: VIP clients and captains

There is one critical nuance in the premium yacht charter business that only insiders truly understand.

VIP clients do not want to share their personal phone numbers with captains.
Captains, in turn, must see a service number — never a guest’s private contact. At the time, no standard telephony solution in the region could handle this requirement.

As a result, companies were forced into an impossible choice:

❌ either guests lost their privacy

❌ or communication between clients and captains broke down entirely

This became one of the key requirements for CallGear. Gold’s Yacht was not simply looking to «set up telephony» — they needed to redesign client communication workflows, protect privacy, and ensure seamless, controlled interactions throughout the entire service journey.

Step 1. Telephony and Call Routing (VPBX)

• Calls are now distributed automatically based on predefined routing rules
• If a yacht captain does not answer, the call is automatically returned to a sales manager
• VIP privacy is ensured through phone number masking, protecting clients’ personal contacts
• Missed calls are instantly forwarded to a shared Telegram channel for immediate follow-up

Result: missed calls reduced from 25% to 8%

Learn more about Virtual PBX for Business

Step 2. All channels in one Interface (OMNI)

WhatsApp, Instagram Direct and Email are consolidated into a single unified interface. Sales managers no longer switch between apps, while management finally gains full visibility into:

• the history of every customer conversation
• response speed across all channels
• the quality of inquiry handling

Result: lost messages reduced from 15% to 3%

Step 3. Marketing Analytics and Call Tracking

Dedicated phone numbers were assigned to Instagram, Facebook, Google, LinkedIn, TripAdvisor, and organic traffic. As a result, Gold’s Yacht gained clear visibility into:

• which marketing channels drive actual bookings
• which sources deliver the highest ROI
• where budget should be reallocated for maximum impact

It became clear which channels truly generate bookings, where the hottest inbound inquiries come from, where revenue is created and where the budget is simply being wasted.

Step 4. AI Call Analysis (AICA)

CallGear AICA analyzes calls to identify:

• where sales managers deviate from approved scripts
• where sales opportunities are lost
• how the team performs during peak seasons

Based on these insights, the team updated sales scripts and improved inbound call handling, increasing consistency, control, and overall sales quality.

Results in numbers:

85% of missed calls are now recovered and returned into the sales flow.
Previously, these were lost clients and lost revenue.

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“CallGear gave us full visibility into our processes, improved communication quality, and helped reduce losses — resulting in real cost savings. The ERP integration was fast, and the support team exceeded our expectations.— Sergey Rybnikov, CEO, Gold’s Yacht