Scotland-based travel agency Barrhead Travel has developed its own in-house customer relationship management system.
Nevis, which the company’s IT department built over 18 months, allows agents to track customer data, from enquiries and bookings to feedback and follow–ups.
Managing director Sharon Munro said: “If, for instance, Mrs Smith called, we couldsee she had made enquiries for a holiday and that she had a young family.”
It also incorporates a management information tool that allows Munro to target her marketing more effectively.
“We can track everything from the number of enquiries each consultant makes and conversion rates to real–time company profit and loss, and being web–based, I can access this information wherever I am in the world.”