There is always chaos in a travel agency: hotels, flights, beaches - there is so much to keep in mind. We were approached from the largest travel agency in Moscow LLC "California" with a question of how to structure the work. The lack of organization in the sales department made it difficult to receive more applications and grow professionally.
What problems did the agency face with an increase in the number of applications?
- Lack of time to fill in customer information.
- Confusion in already created projects due to the frequent transfer of clients to different managers.
- Inability to answer all calls and lack of caller IDs to call back.
- Customer aggression due to the need to constantly re-explain their situation.
- When the leaders of the organization talked about these problems, the solution became obvious to us - the sales department needed a CRM system to fully automate the work with customers. Representatives of the agency were skeptical about the innovation: can one program structure the work of a large agency? All doubts were dispelled within a week: the number of accepted applications increased by 10%!
Further more. What results did we achieve 3 months after implementation?
- Calm managers who clearly set tasks and control the conduct of each client.
- Satisfied customers, with whom we were able to communicate with the help of automatic e-mail and SMS mailings.
- Visualization of sales growth, which motivated employees to new achievements.
- In 3 months, sales have increased by 30%, and the level of customer satisfaction has almost doubled! In the future, it is planned to install IP-telephony to make it possible to enter information about calls without the intervention of a manager.