13,000+
Automating high-volume sales inquiries with agentic AI at yachting.com
How ACTUM Digital built an agentic AI automation that searches a catalog of 13,000+ boats, drafts personalized offers, and frees yachting.com’s sales team to focus on conversion instead of manual research. At the center of the workflow sits an orchestration agent built on Microsoft Copilot Studio, combined with a custom agentic search middleware on Azure.
Challenge
<p data-pasted="true">Web form inquiries were yachting.com's first use case for testing agentic automation in sales. A significant share of these inquiries needed manual follow-up to match customers with suitable alternatives, draft offers, and respond personally - work that scaled poorly as volume grew.</p>
For each case, the rep had to manually search the catalog of over 13,000 boats to find suitable alternatives matching the customer's destination, dates, boat type, and budget, generate a branded PDF offer through yachting.com’s existing offer-generation tooling, and write a personalized email in Czech, German, or English, depending on the customer.
This was repetitive, time-consuming work that scaled poorly with inquiry volume. It pulled experienced sales reps away from higher-value conversations with engaged buyers and introduced inconsistency into response time and offer quality.
Yachting.com needed a way to remove this manual bottleneck without disrupting how its sales team already worked. That meant the solution had to plug into the existing sales workflow in Salesforce, respect the existing Search and Offer APIs and PDF generation tooling already built into the website, and produce output a sales rep could trust enough to send with minimal review, not a black box that created more work to verify than it saved.
At a glance
2nd
highest-volume inquiry channel fully automated
3
languages handled automatically
6x faster
inquiry processing, same conversion rate
Client
<p data-pasted="true">Founded in 2006, yachting.com has grown to become one of Europe’s largest yacht chartering services.</p><p>Operating largely in the Aegean, Adriatic, and the rest of the Mediterranean Sea, yachting.com serves thousands of customers from all over the world every season with a choice of tens of thousands of boats.</p><p>The company also offers a wide range of other services, from sailing courses to certified captain training.</p>
Solution
<p data-pasted="true">We designed and delivered an <a href="/services/ai-data">agentic AI automation</a> that takes over the alternative-offer process end-to-end. The automation runs from the moment an inquiry hits the web form to the point where a ready-to-send, personalized offer is waiting in the sales rep’s queue.</p><p>The solution combines a low-code orchestration layer with a custom-built agentic search service, integrated tightly with yachting.com’s existing <a href="https://https://www.actumdigital.com/technologies/salesforce">Salesforce</a> CRM and web tooling rather than working around them.</p><p><a href="/services/ai-data"></a></p><p><a href="/services/ai-data"></a></p>
<p>Rather than building a single monolithic bot, we split the solution into <strong>two purpose-built layers</strong> that each do one job well and communicate through clean, secured interfaces. <strong>A low-code orchestration layer</strong> handles workflow, CRM logic, and language generation, while a <strong>custom-built agentic search service</strong> handles the harder reasoning problem of matching a customer's request against a large, constantly changing boat catalog. Both layers integrate tightly with yachting.com’s existing Salesforce CRM and in-house platform rather than working around them.</p>
The solution included
Copilot Studio Orchestration Agent
<p data-pasted="true">Triggered by every web form submission, the agent turns every inquiry into a Salesforce opportunity, recommended alternatives, and a PDF offer.</p><p><br></p>
Agentic Search Middleware
<p data-pasted="true">An AI-powered search service on Azure that interprets inquiry details and identifies the top alternative boats using yachting.com’s Search and Offer APIs.</p>
Automated PDF Offer Generation
<p>Branded PDF offers are generated via yachting.com’s existing website systems, replicating the look and feel of manual sales outputs.</p>
Multilingual Email Drafting
<p>Once alternatives and the offer are ready, the orchestration agent drafts a personalized email in Czech, German, or English based on the inquiry language.</p>
Salesforce Integration
<p>The Salesforce opportunity is automatically updated with the draft email, the PDF offer, and the selected boats, putting everything the sales rep needs in one place, ready to review and send.</p>
Secure API Orchestration
<p data-pasted="true">The agentic search results are securely returned to Copilot Studio through an API layer, maintaining clean and extensible integration with Azure services.</p>
Result
<p data-pasted="true">The solution has been successfully deployed to production, fully automating Yachting.com's <strong>second-highest-volume inquiry channel</strong>. What used to require a sales rep to manually search the catalog, build a PDF, and write an email in the right language now happens automatically, end to end, the moment a customer submits an inquiry for an unavailable boat.</p><p>Sales reps now receive a complete, ready-to-review package directly in Salesforce, including matched boats, a generated offer, and a drafted email. They simply review, approve, and send. This shifts their time away from repetitive search and document preparation toward what actually drives revenue: closing the deal.</p><p>The numbers make the impact concrete: processing time for a non-specific inquiry dropped <strong>from 18 minutes to 3 minutes</strong>, a 6x speed-up, while the opportunity conversion rate (the share of opportunities that close, out of all opportunities created) stayed the same. Given the volume of inquiries flowing through this channel, that translates into several person-hours of sales capacity freed up every single day, without trading away deal quality to get there.</p>
The project also helped yachting.com
Freed up sales capacity
<p>Reps spend time on conversion, not manual search and document prep.</p>
Standardized offer quality
<p>Every alternative offer follows the same branded, consistent format.</p>
Maintained multilingual coverage
<p>Automated handling across Czech, German, and English inquiries.</p>
Preserved existing tech investments
<p>Built on top of Salesforce and existing web tooling, not around them.</p>
Created a reusable agentic foundation
<p>An AI and data architecture (Copilot Studio + Azure AI Foundry + MCP) that can extend to other inquiry types and channels.</p>
Beyond the pilot: an agent built to grow
Because the agent already has knowledge of yachting.com's business, a live connection to Salesforce, and access to the email client, the same foundation could extend well beyond the original web-form use case to automate other document and communication-heavy workflows. A few directions worth exploring at yachting.com:
- Incoming emails with important attachments could be automatically recognized, saved to Salesforce, or forwarded to the relevant third party.
- Bank notification emails could be read and interpreted automatically to create the corresponding payment transactions in Salesforce.
- Skipper licenses submitted by clients could be extracted from incoming emails and filed directly into the CRM, without manual data entry.
Each of these would reuse the same core building blocks: orchestration, CRM integration, and document/language understanding. That is what makes the architecture valuable beyond this one automation: it is a platform the sales and operations teams can keep building on.
Curious how an agentic AI automation could take repetitive work off your sales team's plate? Contact us to discuss your use case, or explore our AI and Data services and Cloud Applications capabilities to see how we approach similar challenges across e-commerce and beyond.
Talk to our experts
Managing Director @ Yachting.com