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Hayes & Jarvis and Austravel were the first brands to adopt Inspiretec’s CRM platform, which was deployed to create an omnichannel view of the customer which is used to manage leads and control sales workflow.
After adoption of CRM, both brands quickly experienced positive results and business benefits, so it wasn’t long before Travelopia’s other luxury brands Citalia and Sovereign, followed suit and adopted CRM as their core lead management tool.
CRM by Inspiretec has helped deliver a step change to Travelopia’s enquiry workflow management processes across the brands, giving their team the ability to use a single platform to effectively manage all client interactions from enquiry to booking, from the website and the call centre in a single place.
The system also receives website enquiries from the respective B2C websites and then works hand-in-hand with Inspiretec booking and reservations system, Reservations (also deployed across these brands) to manage the search, quote and book workflows through to a successful booking.
Sales consultants use CRM to follow up website enquiries and customer call-backs and the CRM task management tools help them handle enquiries more efficiently, and where needed, assign tasks to other members of their team - simplifying task management and reducing the dependence on using external calendars and email.
CRM by Inspiretec also provides sales consultants with a view of a customer’s website activity so when a new enquiry or request is received the consultant can use this information to tailor their approach to best meet the needs and expectations of the customer.
In addition to enhancing the management of leads and enquiries, CRM also provides the call centre management team with insights into team workload and performance. The real-time SLA report displays how many enquiries a consultant is managing the number of quotes sent, the quantity of bookings that have been made and their subsequent conversions and helps the call centre managers keep their finger on the pulse and address any anomalies before they become a problem.
CRM has landed well and has delivered Travelopia tangible business benefit. Beyond the measurable improvements in conversion since adoption, it has helped empower the customer team to put their time energy into what they do best – providing their customers with unique travel experiences.
We’re really pleased with how CRM has helped the Travelopia call centre team deliver improved conversion metrics and increased operational efficiency.
Richard Baker Chief Commercial Officer at Inspiretec