Travel CRM – SugarCRM customized for needs of travel and Leisure industry
Adoption of commercial open-source solutions like SugarCRM is not something new. Big companies are adopting and using these software solutions and reducing their cost of ownership and yet driving efficiency and growth. Travel and Leisure industry is no different. Leading names like Thomas Cook are already on this platform.
Veon Consulting has expertise in delivering an integrated and robust CRM solution for travel industry and has been a pioneer in this space. It imbibes upon the best integration and implementation practices to deliver high quality solution at affordable rates
The main features / critical success factors of CRM implementation for companies in this vertical are as follows. The features are listed in order of their importance.
The travel bookings are done using in-house applications which form the core solution in most of the cases. The solution vary in their architecture but are usually based on Java. This forms the critical start point for business transactions. The CRM solution replicates if any new customers are registered and maintains their transaction records
In B2C scenario, due to sheer volumes, an automated IVR solution can help in resolving queries without operator assistance. However in certain cases you may want to shortlist a team and direct the call to the respective operator.Integration feature helps you in identifying the customer from your database and presenting details to the operator. You may also want to reduce infrastructure management and opt for cloud based IVR solution.
Certain issues from the customer may not get resolved over call and need to be recorded, categorized, tracked and resolved in a time bound manner. Efficient handling of these issues can be done by segregating the queues and organizing the support into teams.
SugarCRM has a rich Email Campaign solution to trigger promotions and offers which are relevant for them. The scheduling features and detailed report make it a much stronger to evoke a strong response without spamming the end customers.