5 Travel Agency CRM Software for Increased Efficiency

Despite the proliferation and availability of the Internet, some consumers still prefer to use a travel agent to plan their travel. Working with an individual with such a background, instead of relying on internet searches and hoping for the best, is a smart decision. Travel agents can help consumers save time, access deals, and get a higher degree of service. For these reasons and more, some consumers are eschewing sites like Expedia and choosing to hire travel agents instead.

These consumers are in good company, too. In 2023, the ASTA (the American Society of Travel Advisors) conducted a survey, and the results were reassuring to travel agents who had been sidelined by pandemic-related travel restrictions. In a press release, the organization stated that half of travelers are more likely to use a travel advisor post-pandemic. This is a seven-point jump from 2022.

On the supply side, more professionals are entering the travel industry to cater to the increased appetite for travel after the worst years of the pandemic seem to be in the rearview mirror. There’s potential to capitalize on this segment of travelers who see the value in working with someone who’s a phone call away.

Of course, the travel industry is more than the sum of its parts. There are many parties involved, each with their own roles, expertise, and contributions. No party operates in a silo, despite the increased adoption of technology. One mistake at any point in the travel journey could throw off the whole itinerary. In contrast, when everything goes as planned, travel agency customers are elated and eager to book again. Hard work and relying on proven systems, processes, and workflows can bear fruit in terms of sales numbers and a positive customer experience.

Behind the scenes, travel agents are the unsung heroes of vacation planning. These are the people shouldering the burden of increased workloads while facing the challenge of maintaining quality customer service at every interaction. One amazing vacation can make their year, while a lousy one can cause them to lose a loyal client. Oftentimes, both outcomes are due to factors beyond their control.

This reality can make it tough to stay motivated and focused. However, recognizing their strengths and limitations is a great starting point to ensure long-term success. That’s where a suite of reliable tools and systems comes into the picture. A robust Customer Relationship Management (CRM) system is one answer to this challenge.

Here, you can explore their features and benefits and discover a few of the most popular CRM tools in use right now. With this information, you can invest your travel agency dollars wisely in 2025 and beyond.

What is a CRM in the travel industry?

A travel agency CRM is not any different than any other CRM. It helps users manage and organize important operational elements. It functions as a central repository for storing and accessing customer information, records, and communication. In general, you expect the following from a travel agency CRM:

• Customer Relationship Management: Log customer interactions, preferences, and transactions.
• Lead Management: Input and nurture leads to help push them through the sales funnel.
• Booking Management: Bring efficiency to the booking process, from initial trip plans to confirmation.
• Inventory Management: Access databases that pertain to flights, hotels, and car rentals.
• Financial Management: Maintain records related to travel agency expenses, commissions, revenue, and other important details. This is a great advantage come tax time, so you’re not scrambling to get everything together.
• Marketing Automation: Push out marketing campaigns and track results with a CRM system. For instance, you might send out a monthly newsletter featuring special deals. This is a great way to stay relevant and entice customers to book again.
• Task Management: Stay on track with a CRM tool that reminds you of important upcoming deadlines and outstanding tasks. This way nothing is left to chance, and you can rest easy knowing you have systems in place to keep you on schedule and accountable.
• Performance Tracking: See where you are in terms of your monthly, quarterly, and yearly goals so you can adjust your strategy and tactics as necessary. This visibility can be motivating as you work hard to hit the next level in your career as a travel agent.

Why are CRMs for travel agencies crucial?

Put simply, CRMs help travel agents stay organized so they can focus on the most important aspects of their jobs, which are often relational and can’t be automated.

By using a CRM often in tandem with other lead management tools, the modern travel agent can benefit from the following:

Centralized Information Hub

A CRM brings together all pieces of customer and booking information under one roof. This saves travel agents time because they don’t have to toggle between multiple systems and shift gears all the time. Having to constantly toggle can lead to lost productivity.

Enhanced Customer Relationships

By making note of customer preferences and touchpoints, travel agents can get to know their customers better and deliver a higher level of service. Knowing customer preferences can help strengthen rapport and make them more inclined to book again.

Improved Efficiency and Productivity

A CRM can reduce time and effort related to data entry, email marketing, and report generation while reducing the number of clerical errors.

Best CRM for Your Travel Agency in 2024

Selecting the CRM software for your needs can contribute to your agency’s productivity and customer satisfaction. To help guide your decision, we’ve put together a list of CRMs for travel agents to consider in 2024:

HubSpot

HubSpot’s utility is multi-dimensional as fas as CRM systems go. For instance, you can use it for marketing automation, sales, and customer service applications. In short, this workflow tool has the potential to simplify operations, improve customer relationships, and bring in more sales.

On the marketing automation front, travel agents can use it to send email campaigns, push out social media posts, and execute other marketing activities with greater visibility. HubSpot is also great for managing leads and forecasting sales. Travel business users have reported satisfaction with the customer support tools.

Podium’s Webchat

Not a traditional CRM per se, Podium’s Webchat can still be a game-changer in terms of enhancing customer communication and delivering unparalleled support. Travel agents can use the real-time chat to interact with customers immediately, respond to questions, and troubleshoot. Webchat is a proven way to generate up to 11x more inbound leads and manage them from one central inbox. Even more powerful is the fact that you can follow up with leads after they leave your website. In this way, Podium helps you re-engage with prospects so you can grow your travel agency business. The message history log is a great way to revisit past conversations. File sharing allows you to keep clients engaged and gives them access to necessary reference documents that they can view at their convenience.

Zoho CRM

Zoho CRM’s cloud-based platform supports travel agencies’ daily operations. It’s great for contact management, trip management, and sales forecasting. It works seamlessly with other Zoho solutions, such as Zoho Campaigns and Zoho Desk. The customizable workflow element means you can customize the parameters according to your needs. Mobile access means you can pull up files wherever business takes you. Last, this CRM system integrates with other solutions so you can get more value from the baseline features.

Pipedrive

As the name suggests, Pipedrive offers an easy way for agents to manage the sales pipeline and close more deals. Overall, it’s helpful for tasks like deal tracking, sales forecasting, and email integration.

Specifically, the visual sales pipeline helps make what often feels like an abstract process into something concrete. Gaining visibility around leads and potential sales can help you determine where to invest your time and energy. The mobile app offers convenience in that travel agents don’t have to be tethered to a desk to get full access. Integrations with email and your calendar help you stay organized and take care of business.

Freshworks

Freshworks is versatile in that it offers CRM functionality, IT service management, and customer support solutions, all rolled into one package. On the CRM side, users have reported results related to improving customer engagement and hitting sales goals.

Like other CRMs, you can pull up past customer information to inform future conversations. Automated workflows help you complete more tasks in less time and never miss an important deadline. AI-powered insights provide a window into customer behavior and preferences so you can make personalized recommendations. For instance, if a customer enjoyed a Caribbean cruise last year, they might be interested in an all-inclusive stay at a Mexican resort.

The Smart Way To Invest in Your Travel Agency

Beyond practical factors like budget, choosing a CRM software for your travel agency should be driven by your distinct needs. A bare-bones customer relationship management solution won’t help you accomplish your goals, while one with too many features might be overwhelming and distracting. You might need to sign up for a few CRM system trials to come to a final decision. This is the best way to explore all of the features and perks in a real-world context.

When doing your homework, keep in mind that the best CRM tool for the travel industry is one that will help you retain and attract customers. With that in mind, Podium’s Webchat is an excellent option. You can use it to improve customer communication, manage leads, and encourage repeat bookings. Watch a demo and see for yourself how success can be within reach when you invest in your business.