Tech & Work

Innovative Travel Agency Improves Business Performance and Customer Service With Microsoft CRM

Date Added: Dec 2009
Format: HTML

New Holidays' strength is that it combines operational support from parent company Nan Hwa (Express) Travel Service, one of Hong Kong's largest and most successful wholesale travel agents, with a highly professional, customer-orientated service culture. With the deployment of Microsoft Business Solutions CRM, New Holidays is taking customer service and operational performance to a new level. Running on Windows Small Business Server 2003, the solution has created a centralized database which the company's travel consultants use to find detailed customer information, including preferences and travel history, for faster, more consistent and personalized customer service. Company managers rely on the system to manage sales conflicts and staff performance, and also to track market trends and conduct win/loss analyses through its integration with the accounting system.