TravelCRM The complete CRM solution for Tour Operators

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1 TravelCRM The complete CRM solution for Tour Operators TravelCRM is the complete CRM solution for Tour Operators. Using the latest version of Microsoft Dynamics CRM as the platform, TravelCRM provides an easy to use, flexible, scalable solution that is also easily extended and tailored to meet the business needs of tour operators of any size and complexity. Territory Management, Sales Force Automation, Lead Management, Advanced Segmentation, Campaign Management, and Customer Service are all combined into one fully integrated solution along with a complete range of charts and dashboards providing all the information required to keep up to-date with the latest activity across all business areas.

2 B2B and B2C customer profiles Providing the highest levels of service and experience is essential to build customer loyalty. TravelCRM supports this by providing a complete profile of B2B and B2C customers with a history of all transactions and touch-points, allowing each interaction to be tailored to their individual expectations and requirements.

3 Territory management Using the Microsoft Dynamics CRM workflow engine, accounts can be automatically assigned to the correct sales territory based on any combination of city, state, country, or zip/postal code. Accounts can also be easily assigned manually. Goals can then be set for each territory and progress tracked on reports, charts or dashboards. As well as tracking their goals, Sales Managers are able to keep up to-date with the latest activity by their Accounts and Contacts, including details of recent bookings and the status of any customer service issues. Using this information they are able to plan their sales visits more effectively and, with the ability to record their appointments, events, s and phone calls, they are able to make best use of their time on the road.

4 Mobile access TravelCRM can be accessed on any pc with a web-browser and a stream-lined, mobile version with all the key information can also be accessed from any smart device.

5 Lead Management Leads and opportunities captured from any source can be updated automatically in TravelCRM and each stage of the follow up activity recorded through to the opportunity being won or lost. The steps and information captured at each stage can be customised to match to match the business processes of each organisation. Reservation agents can follow up and manage their leads directly from their dashboard and a comprehensive lead conversion report provides detailed information on the conversion of each source of lead.

6 Advanced segmentation Any information stored in TravelCRM can be used to construct specific segments in order to target the right customers with relevant information at the appropriate time. An advanced, although easy to use, query builder means that TravelCRM users are able to build their own search queries without technical assistance. Depending on factors such as the customer s lifetime value, number of times travelled, NPS feedback, as well as recent bookings, opportunities, or customer service issues, communications can be personalised as appropriate. For example, the screen-shot below displays a query to search for guests who have travelled more than twice, have a latest NPS score greater than 8, have not travelled since 01-Jan-2013, have a valid address, have not unsubscribed from receiving s, and their last product related to Italy or France. Bulk campaign tracking In order to manage bulk- campaigns, TravelCRM can be used with a range of products on the market with Microsoft Dynamics CRM integration e.g. ExactTarget, Coremotives, MailChimp. The example below features the MailChimp integration from PowerObjects. By leveraging the functionality of these specialised products, templates can easily be designed incorporating personalised customer information from TravelCRM, the segments and marketing lists built in TravelCRM are transferred automatically and the s are then sent by these 3 rd party products. The full range of results including sends, opens, clicks, unsubscribes, and deliverability is then updated automatically back in TravelCRM to be used in subsequent follow up campaigns and to monitor and improve effectiveness by learning which content, images, subject lines and so on work best.

7 Web analytics By adding a tracking token to any web-site links in the templates, the results of any subsequent visits to those web-sites, the pages viewed, and time spent can be recorded in TravelCRM against the relevant lead or contact. This information can then be used in any follow up campaigns or communication and to assess the part played by the web-site content in the overall sales process.

8 Customer Service Customer service issues can be recorded and managed centrally in TravelCRM where each case can be related to an Account, Contact, and Guest so that all related parties share the same information. As well as recording the current status and the activities to follow up and manage the case, the details can be automatically displayed as an activity feed on the relevant wall in TravelCRM so that all interested parties are kept well informed. Triggered s can also be sent automatically to key stakeholders. Customer service teams are able to process and keep track of all issues directly from their dashboard and the ability to review historical information enables them to spot trends and patterns early in order to take the necessary pre-emptive action. Outlook integration TravelCRM can be fully integrated with Outlook by downloading and installing the Microsoft Dynamics CRM for Outlook client, providing the complete range of Outlook and TravelCRM functionality in one place on the desktop. In Outlook, along with the regular options for Mail, Calendar, and Contacts, the TravelCRM option allows access to the complete CRM solution which is displayed along with the regular Outlook features within the same screen.

9 System integration Using Scribe Online Integration Services, TravelCRM can be updated on a daily basis with the latest information from any reservation systems or brand web-sites. This includes Account and Contact details, the latest booking and travel information, leads and opportunities such as brochure and quote requests, and any post-trip feedback such as NPS scores and comments. A log of the scheduled jobs and the details of all records transferred to TravelCRM can be displayed and in the event of any problems, a list of the affected records and the nature of the problem is listed separately allowing this information to be re-submitted once the cause of the problem has been investigated and resolved.

10 Security roles Microsoft Dynamics CRM has comprehensive Security Roles which means that TravelCRM can be configured so that business users only have access to the information relevant to their particular role in the organisation. TravelCRM the complete CRM solution for tour operators Microsoft Dynamics CRM provides an extremely flexible and scalable platform with the ability to customise and add entities and attributes, reports, charts, dashboards, saved views, workflows, and dialogues, which means that TravelCRM can be tailored to meet the individual requirements and match the business processes specific to each organisation making this the complete CRM solution for tour operators of any size and complexity.