CRM & Booking Management

CRM & Booking Management

CRM and Booking Management

The back office system is where travel technology began many decades ago and remains at the core of organisational efficiency and ensuring competitive advantage. Today however, back office systems must be able to cope with a very different commercial environment.

Client and Booking Records

The back office system stores all quotes and bookings once they have been created. This will include both option bookings and confirmed bookings. The back office system uses the latest data warehousing technology allowing companies to extract critical business intelligence information, however resource intensive, without having any impact on the performance of front end efficiency and operational functionality.

Business Intelligence

The back office system holds data that can provide travel organisers with significant competitive advantage if used intelligently. Because the back office platform knows exactly when a client first looked at your website, made an initial enquiry and then finally booked, the system can auto generate marketing emails in the future based on historical trends. So, your clients will receive communication via email, text message or social media with offers within a similar category to what they had previously booked at about the time they are likely to start looking into organising their travel itinerary.

The back office system will also alert sales consultants about key events such as client birthdays, anniversaries and key booking dates to allow them to make contact with clients and enhance the client relationship. These processes can also be automated, so that, for example, if a client booked a honeymoon last year, they will be sent a happy anniversary message on Facebook this year.

Reporting and strategy

Data held in the back office system can be manipulate in anyway your business requires so that you can use the information for future business strategy. Use the reporting tools to identify trends to ensure you can maximise upon them in the future and historical patterns that might allow you to negotiate exclusive deals with suppliers.
Typical Reports

The back office system is a highly sophisticated database that will store any information relating to a booking or itinerary quote. The key features are:

– Sales reports

  • Quotations Created
  • Confirmed bookings
  • Product Sales Trends
  • Bookings by region/country
  • Bookings by departure date
  • Bookings by first customer contact date
  • Bookings by marketing initiative
  • Enquiries by marketing platform
  • Conversion statistics- web to booking
  • Conversion statistics- web to enquiry
  • Conversion statistics- telephone to booking

– Accounts

  • Abta Quarterly and Annual Reports
  • ATOL Quarterly and Annual Reports
  • IATA BSP reports and reconciliation
  • Supplier invoice reconciliation
  • Exchange rate management and hedging
  • Balance collections
  • Exchange rate gains/losses
  • Supplier payments due

– CRM

  • Client information and trends
  • Client data for bespoke marketing campaigns
  • Client profile management
  • Social Media Interaction

ATOL Certificates and Reporting

As each booking is created it will be assigned an ATOL status based on ATOL rules and rules defined in your system. ATOL returns take literally seconds, and at the push of a button, you will have your completed ATOL return figures to file with the CAA. Your auditors will be able to generate reports for the annual return and auditor report within seconds. ATOL certificates are also automatically generated, and are available for your clients to down load from in the client self service area.