eCRM for Travel and Tourism

Client engagement — both acquisition and retention — is the key to success in the travel industry. Whether a boutique travel agency or large tour operator, travel industry companies need to ensure they attain the right volumes of business by consistently finding and retaining new clients.

As disintermediation and intensifying competition continue to commoditise travel packages and shrink margins, both client acquisition and retention have become critical competitive advantages.

Yet how can travel industry companies communicate and engage with large numbers of both prospective and existing clients in a way that is not only personal and relevant enough to produce the right results, but is also cost-effective?

The answer is eCRM.

Delivering on the promise of Customer Relationship Management, eCRM is intelligent, data-driven marketing in the online environment. As more and more travel industry companies are discovering, eCRM is the key to winning more business and strengthening client relationships through personalised, relevant communication.

eCRM means more sales

By enabling you to continuously profile prospects and find out more about them — what their changing travel likes, needs and preferences are — eCRM will help you:

identify promotions and special offers that will appeal to the largest number of clients;
ensure promotions are always relevant — targeted at the right prospects;
ensure promotions are delivered to each chosen prospect at the most opportune time and in the preferred manner (web, mobile or email).

eCRM means strengthened client relationships

By enabling you to personalise your client communication, request feedback and record client responses, eCRM will help you:

capitalise on client relationships by consistently anticipating their specific needs;
exploit the growing preference for self-service by presenting the right value offering to each individual client at the right time;
eliminate the frustration and cost caused by irrelevant messages sent at inappropriate times.

eCRM means cost-efficient communication

By enabling you to automate and schedule your client communication eCRM will help you:

reduce the administrative burden and costs of regular or routine communication tasks like monthly newsletters;
take maximum advantage of last minute specials by sending out personalised, high speed, high volume messages to large, diverse audiences (bulk emails or SMS).

How does ENSIGHT deliver these benefits?

Powerful profiling and personalisation mechanism
Get to know each individual client better and use this knowledge to improve segmentations, target opportunities more accurately and generate consistently better responses to campaigns and promotions.
Multi-channel communication platform
Orchestrate consistent communication across multiple channels (web, email, mobile/SMS) and to suit client preferences, ensuring the right individuals are exposed to the right messages at the right time.
Sophisticated communication workflow engine
Automate routine client communication tasks to achieve efficient, cost-effective relationships, without compromising relevance.
Rich reporting and analytics
Capture and consolidate detailed records of all communication assignments and responses (including client surveys and feedback), which can be interrogated using a comprehensive set of tools to build up a rich, panoramic understanding of each individual client’s needs.

Next steps:

> Contact us to find out how the ENSIGHT eCRM Suite will meet your specific customer acquisition needs.

> Find out how the ENSIGHT eCRM suite of applications can help organisations like yours improve their event management, investor relations, internal marketing and press/media relations.

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eCRM for Travel and Tourism