A customer relationship management system, or CRM, gambling database helps you interact with your customers conveniently. What is it? Imagine an Excel spreadsheet, but when you click on the name, a card opens containing all the information about working with the customer, starting with the first request.
Customer Accounting with a Call Center tips 2025
With its help, you can view the purchase history, mike wandzilak mike write an email or SMS message, set a task. This is convenient for both you and the consumer, because when he calls, he is addressed by name, and he does not need to explain his problem for the hundredth time.
When a customer accounting system is needed
If you have a large number of customers, fax list you simply need to structure all the information you have about them. You can segment the database and conduct marketing activities accordingly. CRM helps you quickly prepare reporting documentation. And if the customer service manager gets sick or quits, all the information about your customers will remain available.
Separate your booking channels and learn to manage them
Just as CRM keeps track of leads from different sources, you need to clearly understand which channels provide direct hotel bookings and which ones provide indirect ones.
Direct:
• Official website
•Calls to the booking department
Messengers (Telegram, WhatsApp, VKontakte)
• E-mail newsletters
Indirect:
OTA (Ostrovok, Yandex.Travel, Sutochno.ru)
Travel agencies
GDS (relevant for hotels operating in the business tourism sector)
Advice: Additionally, you can organize a call center (in-house or outsourced), which handles incoming and outgoing calls. If a guest finds it convenient to book by phone (especially for clients aged 40+), then a well-established call center will become a competitive advantage. Managers will not only process requests, but also form a loyal customer base (collect contacts, do upsells, etc.).
Form a new habit: “Guest books directly”
If a person has always used, say, Yandex.Travel, he is used to it. Your task is to change this habit by offering the guest a compelling reason to go to the site or call directly.
What will work:
- Loyalty program: bonuses and discounts are available only for those who book through the website or by phone directly.
- Automated emails: Send your guest a message immediately after check-out with an exclusive discount or room upgrade.
- Separate communication: you can remind about direct bookings and attract guests to the website both on social networks and offline (advertising materials in rooms, brochures, business cards with QR codes).