This will allow you to get an overview about what users do on your website and where they are on the customer journey, for example. The result: You gain a better understanding of the person searching for a holiday. With all information focused in one place, it’s much easier to overlook CRM processes and provide a better service.
See our blog post “Using a CRM to power omnichannel” to learn more about customer information and the single customer view.
Increase operational efficiency.
From the initial enquiry of a prospect to the final booking stage and post-booking care, there are a lot of manual processes that travel agents have to deal with. Imagine Jane, an experienced travel agent. She is motivated, knows her customers and what to offer them. But if she spends more time worrying whether her system is working rather than letting the technology support her experience and knowledge, she won’t do a good job.
A smart technology solution streamlines operational processes in a well-organised workflow. Automating usual steps in the booking journey and foreseeing what comes next, it’s helpful, convenient and can be relied upon. That way, organisations can grow, even when their number of employees remains the same. What we are ultimately looking for is to relieve agents of low-level tasks and empower them to concentrate on the essentials.
Improve engagement in Sales process.
Combining the perks of points 1 and 2, a helpful CRM and increased efficiency allows to reap the benefits of customer-focused technology. People get really excited about tech trends, artificial intelligence and all of that. But at the end of the day, we just want to increase our sales. And the way to do that is to be good at connecting with people.
It should be easy for customers to engage with you and easy for staff to deal with customers. While customers are on the phone with Jane, the travel agent, she can chat with them about what they’re looking for, give advice and listen to their needs. In a booking system whose interface is user-friendly, the search will be faster, more detailed (personalised) and more intuitive. The following steps are already prepared, altogether reducing the time needed and increasing revenue.