Overview

Customer Relationship Management (CRM) and Travel Mid-Office solutions are crucial for the success of travel brands, particularly in how they engage with and support customers. While TripBuilder is not a specialised CRM or mid-office solution, it offers integration options with external tools for data access and automation.

This article outlines these integration options.

Customer Relationship Management

Customer Relationship Management, a term widely known in the industry, outlines how a company interacts with its customers. According to Investopedia:

"Customer relationship management (CRM) refers to the principles, practices, and guidelines that an organisation follows when interacting with its customers."

"A CRM system helps businesses organise and centralise their information on customers, allowing for easier access and customer support. Businesses use CRM systems to optimise sales and marketing and improve customer retention."

"... CRM software aggregates customer information in one place to give businesses easy access to data, such as contact data, purchase history, and any previous contact with customer service representatives. This data helps employees interact with clients, anticipate customer needs, recognise customer updates, and track performance goals when it comes to sales."

Travel Mid-office

A Travel Mid-Office is a centralised system that manages all operational processes in a travel agency, from booking data import to billing. According to Midoco:

"A travel midoffice is a centralised system that manages all the operational processes in a travel agency, from booking data import to billing. It is essential for travel agencies to integrate their CRM systems with their midoffice to optimise customer service and streamline operations. This integration provides agents with a complete view of their customer's journey, including their booking history, preferences, and any outstanding issues. This information can be used to provide a seamless and personalised travel experience, which is crucial for customer satisfaction.

The integration of CRM and midoffice systems also enables travel agencies to collect valuable data on customer behaviour and preferences. This data can be used to improve the overall customer experience and provide targeted marketing and promotional offers. Additionally, it can be used to optimise pricing and inventory management, resulting in increased profitability.

In conclusion, the integration of CRM and midoffice systems is essential for travel companies to provide an exceptional customer experience and stay competitive in the industry. By leveraging the power of data, travel agencies can optimise operations, increase revenue, and build long-term relationships with their customers."

TripBuilder Integration Options

As mentioned before, TripBuilder is not a specialised CRM or mid-office solution. However, it provides two integration options for data access and automation:

1. Booking API: TripBuilder's Booking API offers RESTful services to conduct booking and cancellation actions and access component details (e.g., required for data exports to external CRM platforms). With programmatic access to TripBuilder's itinerary and component data, technical integrators have complete flexibility to develop the most appropriate approach for aligning with the travel brand's CRM strategy and technological tools.

1. Midoco Integration: Midoco is a specialised mid-office system optimised for the travel industry. Nezasa has partnered with Midoco to offer a comprehensive solution encompassing the sale and distribution of products and accounting.