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Visible at a Glance with Dynamics CRM
For the group trips organized by SRC-Cultuurvakanties, the culture of the holiday destination and the interests of the traveler are central. Specialized tour guides passionately share information about the chosen destination, whether it involves art, history, or architecture. To better cater to the personal preferences of its customers, the travel organization has opted for the implementation of Microsoft Dynamics CRM.
By linking customer data, the reservation system, and the online booking engine, all relevant customer information is now visible at a glance. The new system makes it possible to provide personalized service to each (potential) traveler. Moreover, each customer can manage their own details in the online customer portal.
Targeted Communication
With the introduction of CRM, every employee at SRC-Cultuurvakanties can immediately see:
- What types of trips the customer has booked
- How the contact with the customer has been
- What the experiences have been so far
Additionally, the travel organization can communicate much more effectively.
Until recently, customer data was hard to find because it was spread across different systems. Mireille Kenter, marketing manager at SRC-Cultuurvakanties, states: “The time-consuming search for data is a thing of the past. The implementation of this system significantly boosts our organization’s efficiency. With one click, it is immediately visible which customers, for example, would appreciate an offer for a specific thematic trip.”
Custom System
CRM systems are often designed for business-to-business, whereas SRC-Cultuurvakanties operates on a business-to-consumer basis.
“We recommended Dynamics CRM because of its integration capabilities and the flexibility of screen layouts based on contacts rather than companies,” explains Fergus Keith, director of QS Solutions. “In close collaboration with SRC-Cultuurvakanties, we developed a system that unites the best customer service, marketing, and booking capabilities.”
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