"We were losing lots of customers who requested test drives. Our employees had to process the requests manually, that’s why a dealer could sometimes receive the customer’s contact details in 24 or even 72 hours if the request was submitted on Friday evening. In the digital environment, quick response is …

"On average, Russians take only about two flights a year. Thus they quickly forget how they bought tickets last time, what the rules and procedures were, and what should be done before the flight. Due to their limited experience, customers often have several issues at once, and find it hard …