The Enquiry management system application holds a prime significance for travel companies designed to automate and streamline the process of handling enquiries of customers, stake holders, potential clients from multiple resources and channels namely – email, phone, website forms, portals, social media messages, travel app, B2B, B2C and others seamlessly. It not only facilitates customized tailored personalized responses to enquiries, reduction in the turnaround time, ensure growing customer satisfaction but also positions travel businesses for sustainable growth in business.
The advent of digitization and growing competition in the travel businesses further enhances the importance of Enquiry Management software
What is an Enquiry Management System?
Enquiry management software for travel business holds a great importance in managing all the enquiries of the travel companies with seamless ease. It facilitates businesses with user friendly GUIs, capture, tracking, managing of enquiries promptly and efficiently, enhancing customer satisfaction, generate reports including analytics in real time from anywhere anytime and enhance operational productivity.
How Does an Enquiry Management System Work?
- Enquires are received seamlessly from various channels. The relevant information (sender’s detail, nature of enquiry, duration of tour, specific dates, budget, criteria, attachments if any, additional information) is captured in the Enquiry management system.
- The enquires are categorized based on the information received and with the use of automated and AI tools, built in algorithm the enquires are assigned to the concerned team / department for providing appropriate time bound resolution
- Once routed, the enquiry is assigned to a team member(s) who will be responsible for handling it. The assigned individual receives a notification in this regard.
- The responsible team member(s) prepares the response or takes necessary action. The enquiry management software facilitates response templates for team member(s) in providing quick time bound replies.
- The system tracks the status of each inquiry in real-time and monitors it using the dashboard at micro and macro level which displays the status of enquires. It could be received, assigned, in progress, replied, seeking confirmation, approved / materialized / accepted and others.
- Once the enquiry is resolved, the response is sent to the customer /perspective client. The status is updated to reflect that it has been addressed. The status update could range from follow up, closed, materialized etc.
- The Enquiry management system generates reports on various parameters including response time, resolution rates and customer satisfaction. These reports are valuable for analyzing performance and identifying areas for improvement. The system may also solicit feedback from the customer regarding their experience.
Features and benefits of Enquiry Management System?
- Consolidate and capture all enquires
Enquiry management system solutions provide tools for capturing enquiries from multiple sources as mentioned above. On the basis of the enquires received and predefined criteria the system can often automatically import and categorize these inquiries
- Centralized repository for all enquiries – seamless workflow
With growing importance of enquiries in growth of business the Enquiry Management software are so designed to ensure that all enquiries are captured in a centralized repository regardless of their source of origin. It ensures that a lead is captured /generated and captures information such as the inquiry’s source, date and time received, and the other details. It also facilitates that the responses are sent as per the responses guidelines and time frames. It ensures that no enquiry is missed and an automated follow up mechanism / alerts helps in converting these leads into likely business. This eliminates the need to constantly review multiple portals / sources for generation of enquiry.
- Automated routing, assignment enhance efficiency with automation.
Enquiry management software feature automates operation like acknowledgements, generation of lead, allocating the lead to concerned executive for drafting and sending of response, seeking confirmations, follow-ups till acceptance or closure by the customer leaving no scope of error. Automated workflows allow travel companies to provide exceptional personalized customer service and facilitate in enquiry materialization.
- Personalized customer engagement
The feature has been so designed that any communication besides being professional has a personal connect too. The proposed itineraries are based on the travel interest of the customer, destinations preferred, interests and previous history of travel.
- Real-time Tracking monitoring and Notifications
Enquiry management system facilitates travel companies to keep a track on each enquiry in real time. – Automated alerts and updates help the team keep track of new enquiries with status updates, pending actions, and incidents enhancing customer delight. Monitoring of response times and resolution efficiency allows travel companies to take calculated decisions.
- Scalable architecture and integration capabilities
With its scalable architecture, Enquiry management software for travel business keeps up with evolving technology and business requirements. It ensures sustainable growth. It facilitates travel companies to easily integrate third party travel applications tools, booking engines, CRM system, email marketing platforms, project management tools, new modules, API’s and functionalities ensuring seamless travel experience improving overall efficiency.
- Customized Profiling and Categorization for better work flow
It facilitates travel companies to create customized profile of the customer and categorize the enquiry received based on the information received from the customer. This helps in automatic resource allocation and brings about efficiency in the work flow task distribution, providing faster resolutions and better customer coordination and support.
- Response Templates and Automation
An inbuilt feature is a centralized repository of response templates which can be customized, standardized and incorporated to respond to enquiries, reduce turnaround time, minimize errors and ensure that all the desired information has been accounted for in the reply. The automated responses, follow-up messages, and reminders enhances customer satisfaction and customer delight.
- Measuring Performance Analytics
It facilitates analytics reports pertaining to management enquiry namely customer enquiries, response and resolution time etc. help travel companies understand trends and performance The analytics helps travel companies to work in areas which needs improvement and optimize the workflow
Conclusion
Empowered by real time seamless dynamic, customized, robust evolving scalable technology tools supported by AI and APIs, reduced turnaround time, meeting customer expectations, Enquiry management system not only manage and respond to enquiries efficiently, provide valuable insights through analytics and reporting, it contributes to quality product, operating efficiency, enhanced customer satisfaction, value for money and overall business growth. It ensures competitive edge over the competition.