Dynamics 365 CRM system for a Travel Agency

Overview

ITSTEADY has created a Microsoft Dynamics 365 CRM system that enables a 360-degree customer view, call center and booking automation, as well as in-depth sales analytics. It also unites 200 in-house sales agents and call center operators.

Client

A group of companies serving vacation packages to top destinations across the US and Western Europe. Founded in 1972, it now operates through three distinctive brands and runs offices in the US and the UK.

Challenge

With over 100,000 customers and 200 in-house sales agents and call center operators across 35 locations, the client faced heavy administrative challenges. These challenges appeared when managing sales and customer service processes manually.

Additionally, the lack of automation also posed a risk of revenue losses. It slowed down response times and left no opportunity to track customer communication across touchpoints. Therefore, to automate and bring together all the customer-facing functions, the client turned to ITSTEADY for implementing an end-to-end CRM system.

Project

Dynamics 365 CRM System Discovery and Planning

ITSTEADY put together an expert team specially for the project. The team had competencies in business analysis, front-end development, functional testing, and Microsoft Dynamics 365. At the initial stage, the team started with a full-scale discovery phase. This helped align the future CRM solution with the client’s requirements and expectations. As a result, following the SureSens methodology recommended by Microsoft, the team went on to deliver a customized CRM system based on Microsoft Dynamics 365.

Dynamics 365 CRM System Features and Automation

The new CRM system bridged gaps in the client’s sales and customer service operations and enabled:

• 360-degree customer view, complete with cross-channel interaction tracking
• Call-center automation with seamless routing between customer service agents, as well as
• performance tracking based on built-in customer feedback forms
• Booking automation through both the client’s website and partner systems
• API-based integration with transportation and hospitality partners
• Advanced analytics and reporting dashboards on sales and performance

In addition, the system also featured role-based access to dedicated operational dashboards for Sales Agents and Customer Service Agents, and analytics/performance dashboards for Sales Executives.

Dynamics 365 CRM System Integration Challenges

One of the project’s anticipated risks was integrating a third-party IP telephony solution with the call center, as it involved a poorly documented API and complex logic with 4-side customizations needed. However, with dedicated IP telephony consultants at hand, ITSTEADY completed this task without any downsides to the project.

Results

In just half a year, the client went from manually handling all of its 100,000+ customer relationships to fully automated sales, customer service and analytics.

The new end-to-end CRM system delivered by ITSTEADY now serves as a single entry point for all customer-facing operations. This opens up new opportunities to increase sales through efficient request processing, coordinate customer interactions between sales and customer service agents, and back up strategic planning with analytical insights.

As the project was completed successfully, the client will continue cooperating with ITSTEADY’s team to add more powerful functions to the CRM system, such as B2B invoicing and customer experience management. The implemented Dynamics 365 CRM system significantly improved operational efficiency and scalability.