Customer Relationship Module

Any marketeer will tell you that you can never have enough information about your customers. So TourWeb's CRM module is designed to keep a comprehensive record of your customers' personal details, click behaviour, both current and historical booking information and his account status. This allows you to create more relevant, compelling and individual email marketing and website experiences. The focus is stimulation of sales, by guiding the sales process and enhancing the customer experience. This way Customer Relationship Management creates new but also loyal customers.

Store, search, analyze and manage customers'
information & preferences

TourWeb leverages the rich understanding of individual customer behaviour, gained through their online interactions. The moment a web visitor enters the website, he will be fully tracked.

This 'Full Loop Tracking' allows you to analyze:

• visitors' referral source
• retention rate
• status - lead / prospect / customer
• trip characteristics
• family profile and room requirements

TourWeb will enable you to use this customers' information individually or grouped as customer profiles based on similar interests and behaviors.

Pro-active relationship management through web- & email marketing

The base for good relationship management is contacting your customer or prospect on the right moment with the right (personalized) message. Imagine being able to contact the people who visit your web site. Send them targeted promotions based on current needs and interests. You could reach out to them while their interest-levels are peaking and send them targeted messages and promotions that could make the difference between losing a sale and gaining a loyal customer.

This type of proactive marketing is possible with TourWeb and creates an competitive advantage. With our CRM module, you can link visitor contact information to valuable website statistics. TourWeb is like having your best salesperson greet every web visitor as they enter the store.

Automated pipeline and fulfillment processes.

The integration of the bookings solution to our customer relations database gives you an opportunity to fully automate pipeline and fulfillment communication by email.

Examples of implementations of these automated processes:

• ewsletters with individual last minute offerings to reactivate idle prospects or bookers,
• ayment confirmation mails when the travel operator receives a payment or even due payment mails,
• up-sell e-mails with additional bookable services for the specific holiday destination,
• emails with departure information and
• welcome home review questionnaire email.

An email implementation like this is a cost effective and easy way to communicate significantly reducing the need for call centre resources, reduces the own operating costs and improves sales.

MyCRM site for self-service

Customer-centric innovations, based on self-service technology are moving fast and adoption is rapid. A MyCRM site provides comprehensive 24/7 customer support and it can enhance both the availability and the credibility of your support services.

Popular support services are:

• booking overview
• status reports on requested services
• payment overview
• contact and subscription information
• booking history
• customer loyalty programs
• documents like automated vouchers, itinerary, receipts and invoices

myCRM can help your organization maintain customer loyalty, recruit new customers, drive more sales and revenues, promote customer retention and ultimately enhance the long-term customer relationship over the Internet. Therefore it is a logical and necessary next step for travel companies to implement these technologies.