Client Profile
Our client is a premium travel agency that makes and sells luxury holiday packages with guided tours and luxury stays across destinations worldwide. The company was built on their shared passion for helping people experience travel without the stress of planning.
With a growing customer base and a distributed team working across multiple locations, the founders knew technology would play a key role in running smooth operations.
Our client was already using several software applications and tools to manage different parts of the business, including emails, booking management, spreadsheets for tracking, and third-party customer support tools. While these solutions worked in the early days, they eventually became a barrier to growth, as they were not connected to each other.
B2C & B2B
Technology Used
In the beginning, they were using a manual method, then after they relied on digital tools to manage bookings and client interactions, but as the business scaled, the cracks in their system started to show.
They then get in touch with CRM Masters to voice their worries about dispersed data, unhappy customers, communication breakdowns, etc. After assessing their needs and concerns, we offered smart Zoho solutions to address their problems.
Challenges Faced by Tour & Travel Company
Too Many Applications to Handle
The team used Gmail for emails, Excel sheets for tracking bookings, WhatsApp for quick client chats, and separate software for payments. Nothing synced.
Missed Follow Ups
With multiple agents handling requests, customer details often got lost in emails or spreadsheets, leading to missed leads and delayed replies.
Communication Gaps
Since team members worked remotely across time zones, keeping track of itineraries, vendor contracts, and client requests was a daily struggle.
Unsatisfactory Feedback Issue
A traveling client might email once, message on social media, and later call. But with a manual system, all this data was fragmented, and the team often could not deliver the speed and consistency customers expected.
Our Solutions for Tour & Travel Company
All enquiry forms from the website now directly sync with Zoho CRM, creating a complete database of travellers. Instead of treating everyone as a generic lead, the CRM was customised to track contacts as enquiries, confirmed travellers, or repeat customers. Dashboards highlight both bookings and departures, giving the team clear visibility of upcoming revenue and workloads.
With Zoho Campaigns, the company runs destination-specific email campaigns linked directly with CRM data. Zoho Mail & ZeptoMail are used for communication and automated updates. Customers now receive instant booking confirmations, payment receipts, and itinerary updates via email without manual intervention.
The team now relies on Zoho Projects for trip planning and vendor management, Zoho Cliq for instant communication, and Zoho Meeting for formal discussions and client calls. This eliminated the back-and-forth across multiple platforms.
For add-on services such as excursions or visa support, the company uses Zoho Forms integrated with Stripe. Once payment is completed, records are automatically updated in CRM, and Desk generates a ticket to track the request.
Zoho Desk manages all support tickets, flight changes, cancellation requests, and special requirements. Each ticket is linked to the customer’s CRM profile, giving agents complete context before responding.
Results
Key Outcomes Included
- Faster Response Time
Enquiries are now responded to within hours instead of days, thanks to centralised data in Zoho CRM and Zoho Desk.
- Improved Customer Experience
Automated confirmations, personalised itineraries, and consistent support across channels have boosted client satisfaction.
- Smarter Business Growth
With dashboards and reports, the founders can now see which destinations bring the most revenue, track repeat customers, and plan marketing campaigns more effectively.
- Consistent Traveller Experience
Automated and centralised communication ensures smooth customer journeys.
Performance Improvements
Faster Response Time
Increase in Booking Conversion
Cut Down in Customer Complaints
Better Internal Team Communication
About CRM Masters Infotech
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Frequently Asked Questions (FAQ's)
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