ABOUT CRM-SYSTEMS OF TRAVEL COMPANIES

Abstract. The paper explores the need to develop an improved CRM software (Customer Relationship Management) implementation for the travel agencies. It has been proved that the use of this tool (in contrast to other CRM-systems, which require the use of many other programs for a full analysis) will provide facility to improve travel agencies business processes in all areas: customer care, sale, marketing and finance and above all – it will serve an opportunity to analyze key indicators and draw accurate conclusions about the further development.The aim of the paper is to improve the CRM system, which will enhance the work of the travel agency in all areas: customer service, sales, marketing and finance, and most importantly −it will analyze key indicators and draw accurate conclusions about further development.The system will allow you to get any necessary information quickly (e. g. checking the details of the tour and its relevance), so it takes less time to process the customer's request.CRM will provide a number of opportunities to establish communication with customers: creating a contact list, recording communication history and application history. The reporting system allows the manager to get a quick and accurate response for the questions related to the organization of the travel agency: how to identify the most popular destinations, find out the number of applications for a certain period, calculate profits and turnover, analyze the performance of each employee.Developed CRM for travel agencies will provide complete control over customer service consistency. The system will allow travel agencies to store and analyze huge amount of data: from the first call to the final negotiations. And most importantly, due to the help of our CRM, the company can analyze the certain tourists` preferences, choose the most suitable option for them, make applications and book tours.The cost of implementing the system includes not only the cost of the license and the salary of the programmer, but also additional costs (e.g. cost of software, system settings, system installation, trial operation of the system). The lowest total cost compared to other CRM-systems is provided by Bitrix24.Keywords: CRM-systems, business processes, customer care, travel agencies.