BRIEF:

Client: International Travel Operator 

Problems: 
1. There are different systems used for each task (the partner database is stored in its own CRM, tour reservations come from special web service, managers use Bitrix24). There is lack of a single interface for convenient information processing. 
2. The routine work of generating vouchers is not automated - managers prepare them manually, it takes a lot of time. 
3. The need of detailed reporting.
4. 
Internal communications process needs to be optimized.

Tasks: 

  • Organize a migration to the Bitrix24 system: transfer partner base from current CRM to Bitrix24, i.e. have all clients in Bitrix24
  • Receive reservations with booking tours in Bitrix24 from the global booking system
  • Generate travel vouchers directly in CRM and send them to clients 
  • Set up custom reports in CRM for CEO and managers 
  • Automate business trips planning for managers
  • Organize system of internal communications for team of hundreds employees

bitrix24 case study

how it works now?

UNIFIED SYSTEM FOR INTERACTION WITH PARTNERS

Our customer's partner lists with all the details were stored in a database with a complex interface. To transer information into a single interface and simplify the work of managers, we have made a one-time data upload: 

  • set up integration of two systems; 
  • determined the data that will be transferred and how it matches to Bitrix24; 
  • launched a migration as a result of which all partners became Contacts in Bitrix24, their data was entered into the Profile fields, and events (meetings, calls) became tasks; 
  • configured two-way synchronisation (data from Bitrix24 is duplicated into the old database).

Bitrix24 case study

PLANNING OF BUSINESS TRips and meetings, VISITS TO PARTNERS

The customer regularly meets with his partners. 

To conveniently plan such events and create reports on them, a task is created for the manager, where all regional partner travel agencies are added. 

 This functionality is implemented using the application Maps Mobile (Install for free).

PARTNERS and CLIENTS ON THE MAP
IN CRM

All travel agencies and other partners are shown on the map

fast trip and visit PLANNING

An employee clicks on the labels on the map - and the selected company address is included in the itinerary checklist

OPTIMAL ROUTE

Based on the start point - Company address, Location, Other address - the navigator generate the best way to visit all addresses

VISUALIZATION OF CRM OBJECTS, reports

Location monitoring, logistics, analysis of the geographical partners and reservations distribution

ALL ABOUT TOUR BOOKING IN BITRIX24 deal profile

All tour bookings (reservations) were registered on a third-party web service. With the help of synchronization of the service and Bitrix24, now all bookings are processed in a single interface. 

Each reservation has its own identification number, linking to the partner who sold the tour, to a specific manager. During synchronization, it is checked whether such a reservation exists in Bitrix24: if yes, then its data is updated, if not, then a new Deal is created.

Each reservation is a Deal that connected to Company (Agency). Constant exchange between systems allows maintaining up-to-date information in Bitrix24:

  • Full name of the client; 
  • Tour cost; 
  • Dates of departure, arrival, check-in, etc .; 
  • City of visit; 
  • Airport of arrival and departure; 
  • Number of tourists; 
  • Tourists' passport data; 
  • Hotel; 
  • Star ratings, etc.

BITRIX24 CASE STUDY

VOUCHER GENERATION (DOCUMENT CREATION)

One of the most important business processes of our customer is creation and issuance of vouchers.

VOUCHER CREATION

When a Deal enters a certain stage, a document is created according to a template, where data from the booking card is inserted into empty fields. In the voucher document, both the already filled-in fields from the Deal (full name of the tourist, data on his trip, reservation and departure number) are recorded, and new fields are created according to special rules. These include: 

  • Voucher Number; 
  • Date of voucher issue. 

The manager can also manually start document creation - just need to click "Generate voucher" and the new document will be created.

UNIQUE VOUCHER NUMBER AND CONTROL OF THEIR ISSUE

Each voucher is assigned a unique number generated according to a certain logic: it encrypts the departure date, a sequential voucher number with reference to the amount of the reservation. The system knows how many vouchers were created on a particular day and assigns them the correct numbers. Each date has its own voucher. 

For example, vouchers for 3 bookings departing on June 8, 2021 will have the following numbers - 01 (voucher number) 08 (day) 06 (month) 21 (departure year), 02080621, 03080621

AUTOMATIC email TO THE CLIENT

The voucher is stored in the Deals and is sent by a template email to the tourist, according to a certain temporary rule. For example, 2 days before departure.


VOUCHER BASE

All vouchers and detailed information about them are stored in a separate database. 

Using filters, you can find a voucher by date, terms of use, number and the manager who issued it.

Managers don't need to
enter information manually

Automated reminders
for managers
are set to specific dates

One-by-one automatic creation of tasks from templates helps employees work faster and systematically

An internal record of the issued vouchers is kept -
they all fall into a special database with a convenient search and filter

CRM REPORTS

There are special report templates that load data from CRM. 
Filters by various criteria work inside the reports.

SALES REPORT BY SALES REPRESENTATIVE

  • Responsible manager; 
  • The total turnover from the agencies for which he/she is responsible (by $, by passengers for different periods);
  • Passenger statistics by airport.

VISIT REPORT BY RESPONSIBLE person

  • Responsible person from the tour operator;
  • The total number of agencies with which there were meetings or other types of "events" per month, week, 2 weeks, 3 weeks.

SALES REPORT (IN LOCAL CURRENCY)

  • Country;
  • Region;
  • City;
  • Agency name;
  • The total amount of sales (in $) for the last N months this year and last;
  • Growth in %;
  • Total turnover (in $) for the period this year and last.

SALES REPORT (PASSENGER)

  • Country;
  • Region;
  • City;
  • Agency name;
  • The total amount of sales (by passengers) for the last N months this year and last;
  • Growth in %;
  • Total turnover (by passengers) for the period this year and last.

SALES REPORT (REGIONAL)

  • Country; 
  • Region; 
  • Airport 1 (number of passengers); 
  • Airport 2 (number of passengers); 
  • Airport N (number of passengers); 
  • Total turnover (by passengers) for the period this year and last; 
  • Growth in %.

SALES REPORT (BY CITIES)

  • Country; 
  • City; 
  • Region; 
  • Airport 1 (number of passengers); 
  • Airport 2 (number of passengers); 
  •  Airport N (number of passengers); 
  • Total turnover (by passengers) for the period this year and last; 
  • Growth in %.

internal communications system

In order to develop the internal communication of the company,
the following settings were implemented:

Quick search for employees by company structure, city, contact information

Upgrade of the Feedback (news) functionality according to the requirements and wishes of the customer

Implementation of a section for communication between employees and top-management. This section allows any employee of the company to contact the management directly.

Development and implementation of a module for automatically congratulating users on their birthday (with the congratulations publishing in the live feed and sending wishes to the employee's e-mail).

Portal integration with the previous personal data storage system in order to automate the upload of information about departments and employees to the Bitrix24.

To involve the company's employees in the active work in Bitrix24, we prepare instructions for using the portal and train teams.

After the successful implementation of Bitrix24, it became easier to exchange information between empoyees and perform team tasks.
Now finding employee in the system has become faster and easier. And the functions of direct addressing to management and personal birthday greetings increase employee loyalty to the company.

RESULTS:

The partner database with detailed information is stored in Bitrix24. It is easy to filter, search companies, raise important data

Implemented a permanent exchange of Bitrix24 with a web service that accepts reservations (tour bookings) - now all reservations are in Bitrix24

Reservations are linked to travel agencies (Deals to Contacts) - you can quickly view the partner's clients, clarify the reservation details

Vouchers are automatically generated from ready-made customer data upon reservation and client get it by email

Reports in CRM are adapted for the company - the necessary parameters are displayed, a calculator is used, reports are created by region, responsible persons, etc.

When planning trips and other offline events, the manager is given a task with a route check-list with the addresses of partners to visit. All partners are visible on the map directly in CRM

Exchanging information between employees and tasks performance becomes faster and easier

The loyalty of employees raises due to the implementation of improvements in the internal communications system

WANT THE SAME? CONTACT US!

Don't be afraid and don't postpone the implementation of automation in your company. And we will be happy to help you!

LEAVE CONTACTS

More client's stories and case study

Have any questions? Contact us!

CRM-форма появится здесь