How to turn a reference brand into a business that no longer depends on one person, one channel or one product
Mel Rolan Travel Designer serves Brazilian families in Paris, with 650+ families served and an NPS of 9.97. The reputation was strong, but operations were hand-built and concentrated in the founder. The engagement was cross-functional: strategy, finance, operations, brand, product, channels, AI and web.
Key diagnostic findings
~90%
Situation found~90% of leads came from Instagram, which worked as a newsletter for existing followers rather than as an acquisition channel.
RecommendationReduce reliance on social media with a website that qualifies each inquiry and routes it to the right offer, keeping Instagram as a complementary entry point.
Expected impactMore diversified lead sources, with a new lead-generation website currently in the approval stage.
~45%
Situation found~45% of annual demand concentrated in July, with no seasonality model in place.
RecommendationUse low-season months for planning, products and content, and peak months for execution.
Expected impactCapacity and cash planned across the whole year.
−42.7%
Situation found−42.7% drop in median engagement over 24 months, as promotional content grew and performed worst (audit based on Meta API data).
RecommendationBring back Reels and educational content, with a clear goal and metric for each piece.
Expected impactRecovery of reach and follower growth.
The process: from strategy to systems
01Strategic foundation (Jan–Feb)
- Seasonality research on Brazilian tourism in Paris
- 2026 Strategic Plan with scenarios and review triggers
- One-way offer ladder
- Rewritten contracts and a first financial model
02Product and channels (Mar–Jul)
- "Paris com Crianças" guide and update of the "Essencial" guide
- Tour catalog expanded from 2 to 8 itineraries
- B2B partnerships with agencies and marketplaces (Viator, Airbnb Experiences, Just Travel)
- Content management handed over to an agency
03Brand and reputation (Aug)
- Design system and editorial rules
- Three-act press relations plan
- LinkedIn strategy
- Tour vouchers
04Systems and data (Sep)
- Monthly P&L rebuilt from primary sources
- Notion CRM with funnel and pre-qualification form
- New lead-generation website, in the approval stage
- Paid media with tracking fixed before any spend
What was worked on and delivered
Strategy & Finance
- Plan with persona diagnosis and value proposition
- P&L model, budget by revenue line and a live monthly P&L
- Accrual rules applied consistently
- Pricing tested rather than assumed
Operations & CRM
- Contracts with clear boundaries between services
- Funnel and conversion measurable for the first time
- Conversion dashboards
- Playbook of rules for AI agents
Brand & Content
- 24-month Instagram audit
- Brief and critical review of the agency's plan
- Core concept: "Curation isn't something you download. It's something you live."
- Press release on AI versus human judgment in travel, picked up by the press
Product
- 157-page guide with 60+ verified attractions
- Map with 142 points across 7 layers
- Rotating seasonal bonuses
- Travel budget planning spreadsheet
New lead-generation website (in approval)
- Strategy to reduce dependence on social media
- 5-question diagnostic that records each lead
- GA4 tracking plan and CNIL compliance
- Competitor benchmark and trust factors
Applied AI
- Fact-checking and editorial review (6 to 75 errors caught per round)
- Instagram data analysis and a live P&L in a spreadsheet
- CRM with agents and a site built with Claude Code
- Tools: Claude, Perplexity, Notion, Metricool and Google Sheets
Result: Instagram grew from 14.5K to 16K+ followers, with one Reel reaching 3.6× the second-best; excluding that one-off, reach was up 41% and interactions up 42%. An operation already running on a CRM, a live P&L and a playbook, with a new lead-generation website in the approval stage.
* Financial figures withheld for confidentiality.