Customer Relationship Management
(CRM)
Every business thrives or fails based on its interactions with its customers.
The back office system is where travel technology began many decades ago and remains at the core of organisational efficiency and ensuring competitive advantage. Today however, back office systems must be able to cope with a very different commercial environment.
Client and Booking Records
- Store all quotes and bookings once they have been created.
- Differentiate between option bookings and confirmed bookings.
- The latest data warehousing technology allows you to extract critical business intelligence information, however resource intensive, without having any impact on the performance of front end efficiency and operational functionality.
Business Intelligence
- Hold data that can provide travel organisers with significant competitive advantage if used intelligently.
- Know exactly when a client first looked at your website, made an initial enquiry and then finally booked.
- Use data to auto generate marketing emails in the future based on historical trends.
- Send communications via email, text message or social media with offers and messages that are relevant to the client based on their budget, search trends, demographic profile and travel history.
- Send communication at a time when the client is statistically most likely to commence research in to their holiday plans or when they are most likely to book.
The back office system will alert sales consultants about key events such as client birthdays, anniversaries and key booking dates to allow them to make contact with clients and enhance the client relationship. These processes can also be automated, so that, for example, if a client booked a honeymoon last year, they will be sent a happy anniversary message on Facebook this year.