A travel agent, tour operator, and Destination Management Company have to provide a superior travel experience, which is possible only by intelligently managing the client or customer database. But managing high volumes of inquiries, and quick response to customers within a short turn-around time becomes challenging. A CRM solution might be an answer to these challenges.

First, let’s understand the basics of Customer Relationship Management or CRM:

What is the purpose of CRM systems?

• CRM is created to streamline and improve customer interaction, ease the sales process and run effective marketing campaigns. The process of receiving an inquiry till delivering the service has to be seamless. This can be done through a CRM system or software.

Why does Travel Industry need a CRM system?

Benefits of CRM system

• At present you are maintaining all the administrative processes from capturing customer details to planning a trip, maintaining customer feedback, responses, etc on an excel sheet.
  
  
• This is a time-consuming process and leaves you with no time to think about ways to render better service and innovate the travel service you offer. It also engages your resource in the administrative activity of maintaining the database without maximizing and leveraging it to increase sales.
  
  
• So, CRM is here to leverage the customer database apart from managing it as it helps in improving the decision-making process pertaining to your customers, minimizing the workload and avoiding repetitive processes.

• While doing so the end result is continuously enhancing customer experience and building a loyal customer base by retaining customers.

   

Why is it important to have CRM software for a Tour Operator or Agent?

Purpose of CRM

Customer interface:

• A CRM system helps in customer interaction by managing incoming inquiries, supporting customers, creating customized travel plans, staying connected with customers, delivering itineraries, and resolving issues. 
  
  
  
• If customers wish a quick quote the software will allow travel agents to quickly design the itinerary and send it across. Closing deals becomes faster thus, increasing sales.

Quickly share relevant information:

• Travel agents can quickly share information with customers as everything is systematically maintained in the CRM system.
  
  

• One doesn’t need to dig for information and keep the customer waiting. Waiting might disinterest customers and they might move on to find better options.

   

Improve Customer Relationships:

• In the travel industry, one has to enhance service on a continuous basis by understanding customer feedback.
  
  
• CRM system helps you to know and understand customers’ preferences, likes and dislikes. So, rendering the expected experience becomes easy.

Create an effective marketing strategy:

• Based on the existing inquiries, customer preferences, and feedback from existing customers one can analyze and decode the customers’ minds. Their specific choices and other customer information reveal so much more basis which an effective strategy to target customers can be devised.
  
  

• Let’s say you want to send a mail to all your customers. This can be possible with just a few clicks with a CRM solution. This can help you reach a huge list of customers to share your new travel plans.

   

Personalized travel plan:

• Today customers wish for an exclusive travel plan as per their specific choices about the airline they travel by, the hotels they live in and the type of destinations they prefer. But, some want quick tours and they prefer the fixed travel package. 
  
  

• While some would want to stay more at a particular destination, have an immersive experience by spending time at local places and taking a walk down the lanes to understand the local culture.

   

• Some would prefer spending time at a spa and relaxing. A CRM system maintains every minute detail about the customer and this facilitates delivering the experience that customers wish.

   

Points to consider while choosing CRM software for your Travel Agency:

What do you expect?

• You have decided to invest in a Travel CRM but never hurry. Business needs to be listed and you should know what you expect from it. You have to ensure that the software will fulfill your business needs.

Understand your requirements:

• Evaluate your needs and go through various software to understand what they offer. Ask yourself does it provide a solution to your existing and emerging challenges.

Know the benefits of the CRM software:

• What are your business plans and goals? Does the software support what is necessary to execute your business plans?

Comparative analysis:

• Now that you’ve listed what you need, compare it with what the CRM solution provides you. Make a comprehensive and realistic comparison of what you need and what the CRM system offers.

Customized CRM solutions:

• Custom travel CRM solutions give you all the relevant information with specific features meant for your business.
  
  
  
• Would you need a cloud-based solution? If your information is off-site then it has to be moved and maintained by a cloud-based travel CRM.
  
  
  
• The benefit of cloud-based CRM is it can be accessed from anywhere, anytime; all you need is internet access. Most cloud-based CRMs provide an application that can be accessed on your mobile phone. 
  
  

• This makes things easier since you have immediate access to relevant information thus speeding up the process. On-site CRMs are hosted by the solution provider’s server and you will be provided the CRM log-in information through a portal that is safe and secure.

   

What type of system suits your business is a choice that you need to make by discussing it with your software provider. ETOS is a travel technology company that provides a demo to its customers.

Have a customer-centric approach to your business:

• Customer relationship management helps customer-centric businesses convince customers to keep coming back to them and become brand loyal. If you choose to deliver solutions that make customers happy, then you need to have an apt strategy and plan in place. Customers should be at the center of your business so be aware of their pain points.
  
  

• Ask yourself, “Are we providing a solution to their pain points?” Only then can you offer solutions that enhance customer experience and drive your business growth.
  
  

• Technology cannot replace the human mind and sensitivity. It cannot replicate the peculiarities of the human mind. But it does help in building an effective business strategy through logic and science. It does add to human potential.
  
  

• When you choose the right CRM technology, it eliminates the necessity of manual processes and helps your team concentrate on activities that add value to your business and require a human touch. All the data collected especially about the customers are put to use to grow your business.

   

ETOS offers CRM software that organizes leads and helps in customer profiling. It also helps in better understanding your potential customers and enhances customer service thus leading to an increase in sales.

Building a business requires daily efforts and the ETOS software helps in keeping a track of your daily performance. Monitoring daily activities are necessary to build your business bit by bit.

ETOS offers one of the best CRM software for the travel industry as it understands the purpose of CRM and your business needs.

Get in touch with our team to share your business challenges and aim for implementing a CRM system. Avail the demo facility for a better understanding of what ETOS offers for your business growth.

Grow your business with ETOS!!