30 Januray 2026
Systems Consultant (Support): An Interview with Marisa Erasmus
Marisa shares insights into her role at Activitar, the challenges faced by suppliers, and how the support team delivers a seamless user experience.
Background & Inspiration
What initially drew you to the travel and tourism industry, and how did you find your way to Activitar?
Travel was always the spark. Growing up in a small town, I had a strong desire to see the world, which led me to study Travel & Tourism at Tshwane University of Technology (formerly Technicon Pretoria). My career journey included roles as a tour operator, hotel receptionist, and time spent travelling, before settling into the activity provider space at Sun City with Mankwe Gametrackers. Over the course of 20 years with them, I progressed through the ranks and, in 2012 as Tour Operations Manager, played a key role in transitioning the business from manual processes to a technology-driven operation. This is where I was introduced to Pierre Kleinhans and the Activitar platform. Activitar and its team supported us every step of the way, making what could have been a daunting shift to automation seamless and effective.
After Covid, I was fortunate to join Activitar myself. What continues to inspire me is being part of a fast-paced, innovative technical environment that never loses the human element behind the system.
Can you share a fulfilling experience or achievement during your time at Activitar that has shaped your perspective on the company’s mission and goals?
Under the Tactivion umbrella, which includes both Activitar and Shoretime, our mission is to build scalable, integrated platforms that serve everyone from SMEs to global corporations. We aim to empower talent, encourage collaboration, and deliver seamless, experience-driven technology across the tourism industry.
On the Activitar side, my role is very hands-on. I work closely with suppliers daily, helping them understand the system through responsive support, online training, and practical guidance. Seeing suppliers gain confidence and streamline their operations - resulting in a smoother customer journey from booking through to delivery - is incredibly rewarding.
I’m also proud to be part of Shoretime, a newer and highly innovative system that brings tour operators and cruise line shore excursion teams together. Although I am still new to the support team at Shoretime, being part of its growth and future impact is exciting. With a strong culture of teamwork and mutual support, I truly believe we are positioned to achieve great things.
Core Values Alignment
Can you describe a specific instance where you’ve witnessed Activitar’s core values in action within the support team?
Rather than a single moment, Activitar’s core values are evident every day. As a fully remote team, we stay closely connected through our virtual office, collaborating daily to discuss system enhancements, supplier challenges, and best-practice solutions. This consistent teamwork and open communication ensure our suppliers receive well-rounded, thoughtful support.
Technical Expertise & Customer Support
What are some of the key challenges that suppliers face when using Activitar’s system, and how does your role help them navigate these challenges?
Activitar is a powerful system with a wide range of features designed to grow and scale a supplier’s business. This can feel overwhelming at first. Our role in support goes beyond simply explaining how the system works - we take the time to understand each supplier’s business model and operational needs. By doing so, we guide them in using Activitar as a central tool for reservations, online bookings, OTA integrations, and daily operations, ensuring the system truly supports their business rather than complicating it.
How does Activitar ensure seamless support and system reliability for its suppliers?
Activitar provides support seven days a week via phone, email, and live chat within the system. Real-time availability ensures accurate bookings across integrated OTAs and seller accounts.
Behind the scenes, our dynamic development team maintains system reliability, data security, and continuous improvement. Our distribution team further supports suppliers by expanding their online presence through OTA connections, all feeding into a single, easy-to-view dashboard and calendar for efficient daily management.
What strategies do you use to provide effective support and maintain strong relationships with suppliers?
With over 20 years of industry experience, I understand supplier challenges not only from a system perspective but also from the experience provider’s point of view. This helps build trust and clear communication.
I stay up to date with system features and enhancements and focus on translating technical functionality into practical, real-world benefits. This ensures suppliers feel supported, informed, and confident in running their daily operations.
System Optimisation & Innovation
How does Activitar differentiate itself from other booking and reservation systems in terms of technology and user experience?
Activitar goes beyond reservations by offering a comprehensive operational management solution. Suppliers can manage resources such as staff, vehicles, or vessels, ensuring accurate availability and efficient scheduling.
The system supports paperless operations through online check-ins and digital indemnity signing, contributing to a more environmentally friendly workflow. Accounting integrations with platforms such as Sage and Xero, as well as custom exports, streamline financial processes.
Additionally, Activitar’s strong distribution network connects suppliers to leading OTAs like Viator, GetYourGuide, Musement TUI, Klook and Civitatis. The SE Network further enables cross-selling and combo offerings, with automated commission settlement to reduce administrative effort.
What improvements or innovations have you contributed to within Activitar’s support and system operations?
While I may not be very technical, I bring deep operational insight from years as an experience provider. My contribution lies in bridging the gap between technology and real-world business needs. By sharing this understanding with both suppliers and internal teams, I help ensure the system continues to evolve in a practical, user-focused way.
What role does automation and system integration play in ensuring a smooth experience for suppliers and customers?
Automation and integration are essential to creating seamless, secure connections between suppliers, distribution channels, and customers. They reduce manual effort, improve accuracy, and allow suppliers to focus on delivering exceptional experiences rather than managing administrative tasks.
Collaboration & Team Dynamics
How do you foster collaboration between the support and development teams at Activitar?
Support and development work closely together. As the support team engages with suppliers daily, we provide valuable insights into customer needs, challenges, and feature requests. This ongoing feedback loop helps the development team prioritise enhancements that deliver real value.
What leadership qualities or approaches do you find most effective in supporting both your team and Activitar’s suppliers?
Active listening is key-listening with intent to both customer needs and team dynamics. Knowledge sharing is equally important, as it enables continuous growth and consistency across the team. Leading by example, taking ownership, and being willing to do the work builds trust and credibility.
Future Outlook & Personal Connection
What are your long-term goals for your role at Activitar, and how do you envision the company’s technical support evolving in the future?
As technology continues to evolve, including the growing role of AI, I see technical support becoming even more efficient and proactive. However, maintaining a strong human connection with our customers will always be essential. My long-term goal is to grow into a leadership role while continuing to support and guide Activitar’s expanding customer base.
Outside of work, what activities or hobbies do you enjoy?
Travel will always be part of who I am, but these days it’s more about family adventures. Our little family loves the outdoors and camping - starting years ago with a humble four-man tent and now upgrading to what we proudly call ‘glamping’ in a caravan.
Spending time in nature, completely disconnected from Wi-Fi for a week or two, is incredibly good for the soul. These days it’s less “travel the world” and more “family time close to home.” As we like to say - local is lekker, especially when there’s a campfire involved.