The travel consultant is often the most expensive resource in the travel agency. It is of most importance that the travel consultant is as effective as possible, delivering outstanding customer service, and is on top of all administrative tasks.
In this blog, you will meet Mark, who has been working for nearly a decade in the travel industry, in roles related to sales and marketing – primarily focusing on leisure and tailor-made travel. Mark has obtained a comprehensive understanding and in-depth knowledge of the many heavy and manual processes, that are part of the daily processes in traditional small and midsize leisure travel agencies.
Mark is now a valued team member at Tourpaq. We asked Mark to Explain how Tourpaq – based on his experience in the travel industry - can simplify operations and make a travel consultant day the most productive, while at the same time enhancing the customer experience. Here is what he said:
"Due to the manual nature of the processes, a travel consultant can only generate a limited number of sales while still providing good service to their customers."
In my experience, the customer journey is often not very well documented, as the standard CRM systems on the market today, do not support the many special workflows and processes within a travel agency.
Regardless of which travel agency I have worked for; I have experienced the same pain points and the same challenges - and often these are - the manual and slow processes, storing data in multiple systems, and lack of overviews - working 5-6 hours in the GDS system -and it can take several days from the first customer contact to closing. I think many, who sit with the manual processes and tasks can nod their heads in recognition, that it can take up to one whole working day to create a day-to-day program, where, among other things, you have to search for flights, obtain prices, calculations, etc.
Tourpaq is definitely a system that you’ve got to invest in because there are so many benefits - it's everything from handling customers and servicing them to making offers, automating payment flows, and keeping your suppliers informed.
The beginning of the customer journey is a long, troublesome process. I will try to highlight, which stages I go through from start to end.
It’s always a success when the offer is accepted and we have a booking, however, the manual processes are then far from over – could be anything from keeping both customer and suppliers and hotels up to date regarding any change that may occur, ensuring payments are retrieved in a timely manner and issuing vouchers. This is also where I see the great benefits of working with Tourpaq.
Incorporating TOURPAQ into my every day, allowed me to free up time that had previously been spent on administrative tasks, such as creating quotes and trip plans. This gave me the opportunity to better assist my customers.
With TOURPAQ I now have more time to dedicate to giving each customer exceptional service.
All my customer data is now stored within TOURPAQ, and I can work on the quote and itinerary for my customer while having them on the phone, having access to previous bookings, preferences, and satisfaction rates – All in Tourpaq.
"With Tourpaq I don’t have to ever copy-paste any customer data."
In my previous jobs, I often spend too much time searching in various systems to find the right flight. With Tourpaq I am now also able to find the perfect departure date by searching for flights directly within TOURPAQ, instead of doing a lot of manual typing and searching in my GDS afterward.
I can create my customers’ itineraries and do my quotation in a matter of minutes instead of hours. I do not have to open a spreadsheet or word, to create the quote or itinerary. All information is now stored within TORUPAQ as well for easy look-up, statistics, and better customer relations next time they call us.
"Tourpaq stores all data in one place, which also makes it easier for all my colleagues to help service the customers and take over my tasks, should I be absent. As a result, customer satisfaction is also greatly increased."
Another process that I have had to manage based on email reminders, excel sheets, and other stand-alone tools is the process of following up on payments, sending out travel documents, and following up on guests upon return is now automatically done by TOURPAQ, giving me much more time to focus on my sales.
"Once the customer has confirmed and finalized the booking, TOURPAQ automatically takes charge of all the necessary tasks, allowing me to maximize my productivity."
TOURPAQ has so many great features no matter if you are doing Leisure, scheduled departures, or group tours. They all help in a busy workday, making all travel agents more effective, and saving time, giving them more time to focus on their clients.
My top 5 key features:
"After I started working with TOURPAQ, I feel I have my own personal assistant, taking care of all the boring, but necessary tasks for me, which allows me to focus on what, I am good at – Creating the best tours for my customers and giving a world-class service."
The way Tourpaq organizes all the data is simple and intuitive, which helps you to find, what you need in seconds – This allows you to spend less time on administrative tasks and more time on creating great tours, and that is why we are here!
So, if you want to utilize your resources and time and have tasks automated, then Tourpaq is the perfect solution for you.
Want to review if TOURPAQ can help you to be more efficient and organized in your job?
BOOK A FREE STRATEGY CALL WITH MARK
Want to learn how to improve operational efficiency and increase revenue? Grap our free Ultimate Guide on how to grow your travel business.
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