How Zoho Meeting powers Follow the Camino’s customer journey
The company
Follow the Camino is a travel operator based in Dublin specializing in walking holidays along the Camino de Santiago in Spain.
Founded in 2006 by Umberto di Venosa, Follow the Camino began as a small kitchen-table startup, and has grown into a much-loved tour agency with over 1,000 five-star reviews and a 2026 Tripadvisor "Travelers' Choice" award.
We visited Follow the Camino’s HQ to uncover the seamless support software and award-winning expertise behind its unforgettable travel experiences.
The challenge
As Follow the Camino grew, Umberto needed a seamless way to connect with customers and support teams across every stage of the journey. The answer was to move from just-a-CRM to a more comprehensive suite of apps to assist them with their customer journey. Once they started to adopt Zoho One, Zoho Meeting became the go-to-tool for their team to host 1-on-1 discovery sessions, live pre-departure meetings, and customer webinars effortlessly—creating a more engaging and personalized travel experience before every trip.
The solution: Zoho Meeting
Those very same pre-departure meetings are hosted using Zoho Meeting, a video conferencing platform included in the Zoho One suite. These are weekly meetings where a Camino expert delivers an insightful presentation about the journey that its pilgrims are about to embark on, before inviting attendees' questions and encouraging them to network with others on the same tour. "This forum is a good opportunity for people to meet in a friendly way," Umberto smiles. "The pre-departure meeting is part of the reason our reviews and customer satisfaction have improved."
"We also use Meeting to do webinars, which are more on the pre-sale side. We invite all our leads, advertise it on Facebook, and run a presentation about the product, gather questions and answers. Again, it's a very friendly and dynamic way of interacting, so Meeting is really good for that," he adds.
- IndustryTour operator
- Employees11 to 50
Awarding inspirational customer service
In 2025, Follow the Camino was recognized at the Zoholics UK conference with a highly commended accolade in Zoho’s "Customer Service Champion" awards, celebrating its exceptional customer experience and effective use of software to deliver quality service.
"We entered the Zoho 'Customer Service Champion' award and were Highly Commended. We are delighted. It is good for us to be recognised by other professionals and be in the top category. It's a great source of pride."
