First-class customer service and 100% satisfaction of clients’ demands are the most important priorities for firms that operate in the sphere of tourism. InfoServ® Customer Manager assists the improvement in customer relationship management and the achievement of higher business efficiency. InfoServ® Customer Manager represents a professional call centre with integrated CRM (Customer Relationship Management) and telephone functionality – a unique product on the Bulgarian market.
Part of the applications of CRM systems in the tourist sector are:

• Automatic telephone information about services and events, offered by tourist objects (via preliminarily prepared IVR scripts)
• Higher efficiency and purposefulness of Last Minute offers
• Efficient contact management as agents can receive and process hundreds of inquiries per day
• Communication with a large customer base and possibility to send thousands of e-mails with only one mouse-click
• Uniform data base, which allows real time work of agents with information
• Caller recognition and visualization of the information that is available for him on agents screen
• Distribution of the recipients in various groups, e.g. according to their travel preferences. In this way an offer for mountain resort will be sent to the group of customers, who are interested in spending their holiday in the mountains
• Possibility for conducting surveys about customer satisfaction from the excursion and preparing reports
• Monitoring agents’ work – conducted conversations with customers, sent messages, completed tasks etc.
• Preparing statistical inquiries about current service level and call load of the call centre
• Work with firm’s data base outside the office
• Storing essential information and maintaining the established contact with the customer in the case of prolonged absence or departure of employee
• Stable customer feedback
• High service level and maintenance of effective communication with customers and partners
• Easy management and organization of customer loyalty programs
• Individual approach to each client, as information about customers and excursions, organized for them, are stored in individual files
• Maximum satisfaction of customer needs, retaining current and attracting new clients