Our company aims to develop a new CRM system customized for our company needs. Nowadays the modern market of software products is quite diverse and wide. We believe that one of the key elements for our success is choosing the right IT solution to automate our travel agency business. Our aim is to create a modern tool for customized travel planning and simplifying the creation of our trips and their budgeting without forgetting the management of the suppliers. The effectiveness of the program will decrease the loss of data and energy and will save much of our time in production. The increase of the customer base from year to year, combined with the increasingly high competition in our market, requires new solutions that would allow us to work easier, faster and more efficiently using automated systems and processes. We believe that increasing our digital capacity will enhance the quality of our product and service. Today it is hard to imagine our travel agency business without using a modern CRM system. We believe that the modern and successful CRM should be a cloud-based system designed to help and manage our workflow by increasing efficiency and productivity. The ability to use a program from almost any computer device, including mobile devices, from anywhere in the world where there is access to the Internet, as well as the ability to securely store data remotely on web servers, have made cloud technologies an extremely attractive model of IT solutions in the field of tourism. Our new CRM aims to improve the customer's overall experience by enabling us to better manage direct interactions, from sales to customer service and marketing. The new software will enhance the final outcomes and results and therefore will increase our profitability, loyalty, and overall success. It will help us identify and add new leads easily and quickly.
For the automated management of our travel agency business such a cloud-based CRM system with new web applications is a must. It will perform all the basic operations using a single database. We aim to develop a cloud-based CRM, consisting the following main functions:
- customer management ( Customer service and profile module)
- sales management
- accounting management ( Finance module)
- document management (contracts )
- manage analytics and reports
- marketing management
- implementation and integration with outdoor software systems and providers
Our CRM project should have a simple and convenient interface, allowing us to maintain application and customer databases, dealing with potential customers, setting reminders for employees about deadlines and payments, automatically fill out documents and update information about travel operators, organize email distribution. The system will includes tools for working with analyzes and reporting.
- Customer profile
Each customer will have a profile in the system with all the necessary data used for each trip.
- Suppliers profile
The CRM program will have a supplier profile submodule where we can insert all the necessary data of each supplier – full name, address, VAT, liable person, contact person, email and etc. Sales management
The sales management module is of most importance for the successful operation of our company. It will monitor each sell and will describe what kind of product is booked (air ticket, train ticket, hotel accommodation, package holiday, excursion,cruise and etc.), quantity, price information, any discount information if applicable to the client.Also will monitor the payment deadlines as well as the amount of customer debt. The software should be set to send automatic email reminders informing the customer for the final amount to be paid with options for payment – cash, card payment or bank transfer. Alongside with the customer reminders, the system will be able to position on queue ( separate payment module) all reservations with upcoming deadline for payment using a strength filter (filters for the responsible agent, travel period, supplier , supplier reference number of the booking, country, name of traveler, name of the corporate company) .Each payment made from the customer will be visible in the booking from all our agent showing the date and method of payment ( cash, credit/debit card and bank transfer).
Accounting management (Finance module)
Our system will allow the issuance of primary financial documents such as invoice, protocol, credit note, debit note, VAT protocol, proforma invoice, as well as their administration in terms of current operational and subsequent accounting use. All financial documents will be visible and connected of each booking. Depending on the type of the tourist service ( hotel accommodation, air ticket, holiday package or excursion ) , the travel agent will issue an invoice or protocol which once generated will can easily send to the customer by email or sms. The accounting module will have several submodules: Invoice module, Protocol module, Proforma invoice module and VAT protocol module.
Document management (E-vouchers and contracts )
The CRM system will enable us to generate E-vouchers and contracts directly from each reservation. These documents can be generated directly to the customer by email.
Analytics and reports
This module will be able to make extensive reports by using many filters. The system should be able to provide sales and profit reports, client and supplier’s reports, type of service reports, accounting reports, VAT protocols reports, commission reports by agents, expenses report. Implementation and integrations with outdoor software systems and providers The CRM program will also support implementation and integrations with outdoor software systems and providers if needed.
Our aim is developing a customized CRM for the particular needs of our business. Automated import of data retrieved from Amadeus GDS for airplane tickets to the CRM system. The idea here is to download all details such as passenger name, date of travel, airline, routing, fare and airport taxes to be automatically transmitted to the CRM system where we can generate a reservation and issue an protocol .Thus we will avoid the double-entry of data and will save more time and be more efficient. The objective of our project is developing a simple, user-friendly and web-based software which allows customization and connectivity.
Integration with our main hotel suppliers so that all the data of the booking to be transmitted (retrieved) in the CRM. Again, this process will be time-effective and will avoid the double-entry of data.
Financial monitoring- this will allows us to monitor and position on queue all booking files that are due to be paid from customers . The same feature will be available for the suppliers.
Automated bank data import from our bank statements to the CRM and sales module. Developing this innovative project will result in increase of our digital capacity and presence, enhance our communication tools with the customers and will improve the clients’ overall digital experience, visual perception and overall assessment for our company. Alongside with the improved innovative customer experience, we will streamline our business operations and thus we will boost our sale results.
Our company understands the importance of the influence and the need to attract, acquire and maintain new and repeat customers for our business. Nowadays we are facing very strong competition and our customer acquisition and retention is a major determinant for revenue growth. We are aware that expenses for keeping a repeat customer are less compared to expenses for attracting a new customer (five to ten times). In this regard, developing a new and modern CRM will be a crucial for the company’s growth as all business activities directed towards initiating, establishing, maintaining, and developing successful long-term relational exchanges with customers refer to the CRM system. One of the effects of the CRM is the promotion of customer loyalty that will bring numerous benefits for our agency. Customer relationship management (CRM) is a technology for managing all our company's relationships and business interactions with customers and potential ones. Our main objective for developing a new CRM is to improve the business relationships and operations throughout our company. The new CRM system will helps us to stay connected to customers, to have smooth processes, and improve quality and profitability. Herewith we have outlined the following needs and benefits once a new CRM is developed:
- Increased volume of sales and profitability
- Higher productivity and efficiency
- Better customer service and retention of customers
- Smoother business operations and save of time (reduced effort and significant cost savings, improved access to information across the enterprise;
- Detailed sales report and all kind of analytics (better decision-making power)
- Integrated database of information for customers and suppliers
- Enhanced marketing tools and more effective marketing campaigns