Benefits of a CRM to boost your travel agency

Jo White posted in CRM February 18, 2020

The success of any travel agency depends on establishing an effective sales pipeline to ensure steady, repeat business. You can optimize the efficiency of your pipeline by leveraging technology.

Combining a winning marketing and sales strategy with the right travel agency CRM can empower you to attract more leads, make more sales and retain more repeat customers.

Here are seven steps for using your CRM to maximize the revenue of your travel business.

1. Collect data for a 360-degree view of your customer

Today’s travelers use many different communication channels to interact with your brand. These can include:

  • Web browsing
  • Chatbots
  • Social media
  • Texting
  • Email
  • Phone calls
  • Video calls
  • Face-to-face conversations
  • Mail

All these data sources contain valuable information for your sales pipeline. To get the most out of your customer relationship management software, make sure you’re collecting data from all the channels your customers use. This empowers your travel agency CRM to give a 360-degree view of every customer interaction with your brand. Your marketing and sales teams can take action based on a complete perspective instead of relying on one single channel.

2. Mine travel agency CRM data for marketing and sales insights

Drawing data from all your communication channels enables your travel agency CRM to make maximum use of analytics software to inform business intelligence. Your marketing team can identify the demographic and social characteristics of your best customers to provide better insights into attracting leads with similar qualifications. For instance, you may find your best leads are coming from travelers searching for information relating to specific destinations. This creates an opportunity to focus your content marketing and ads on attracting that market niche.

Your sales team can also view sales reports that provide insights into your sales pipeline. For example, you can create a scoring system to rank your hottest leads, allowing your sales personnel to prioritize the best opportunities. If you want to dive deeper, create a report tracking why sales are being lost, which will provide your team with the information to take corrective action in the future.

3. Make customized travel suggestions

Today’s traveler doesn’t want a one-size-fits-all travel package. They want to be able to select options and sculpt a travel experience that fits their personal preferences. By leveraging data from your CRM, you can provide a more personalized experience.

For example, you can factor in a customer’s budget in order to generate flight and hotel recommendations that fit their needs. You might also compare a customer’s profile and travel preferences with those of similar customers in order to offer suggestions that appeal to their tastes. For instance, your customer data may indicate that travelers of a certain age bracket may be more likely to be interested in cruise packages or more eco-friendly experiences.

4. Track customer interactions

A travel agency CRM can also serve to track interactions with your customers. You can use custom activity tracking to categorize different types of customer interactions, such as making a call, setting an appointment, scheduling a flight or booking a hotel. Sales representatives can add customized notes for each interaction which creates an ongoing record of previous interactions.

5. Schedule automated reminders

Travel advisors and their clients need to stay on top of scheduled actions and deadlines. A travel agency CRM makes this easy by allowing you to schedule automated reminders for your sales team and customers.

Internally, use automated reminders to help representatives follow up on scheduled actions to ensure they’re delivering a consistent, high quality customer experience. For instance, you can remind agents to stay in touch with customers, attend meetings or send new clients important booking details, schedules and tips. You can also set up reminders to send your customers priority information such as arranging visas, flight information or updated itineraries.

6. Use data to streamline customer support

How quickly you respond to prospects’ inquiries can determine whether or not they become a customer. Travelers who want to book a flight today may move on to another agency if they don’t hear back from you immediately. How efficiently you manage communications can determine whether your customers stick with your agency.

Your CRM improves customer service by enabling you to streamline support. Since all customer data is stored in one place, it can instantly pull up a customer’s account history when they have a question. This makes it easy for representatives to respond quickly to inquiries. It also allows automated tools such as interactive voice response (IVR) and chatbots to respond more quickly to customers too.

7. Extend personalized follow-up offers

A CRM serves as a powerful tool for boosting repeat business by allowing you to extend personalized follow-up offers to customers. Based on a customer’s travel history, you can create customized offers designed to appeal to their individual profile and preferences. For example, if your data indicates a customer typically takes trips at a certain time of year, you can extend them an offer timed to coincide with their travel habits. Combined with rewards discounts for loyal customers, this can be a great way to promote customer retention and repeat sales.

By utilizing these seven benefits of a CRM you can boost the business of your travel agency effortlessly. Reach out to learn more about Capsule CRM’s many features.

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