Customer Relationship Management system for tourism
“I will always be grateful for ISO’s effort and I look forward to working even more with your team in the future.”
Mr. Dennis Geoffrey, CIO, Jet Aviation, USA
Learn more about our customizable CRM solution
Travel Agency Partner Management
- Store and view contact information of agents and agencies
- Assign agent to your travel agency partner
- Visualize all travel agency partner’s interactions on one screen:
- See all bookings made by partner
- View and access all complaints with clients from this travel agency partner
- View amount of brochures ordered by this agency partner
- View number of customers participating in campaigns
Chain Travel Agency Partner Management
- Store and view agency’s information
- Assign travel agency partner to chain agencies
- Visualize all travel agency partner’s interactions on one screen:
- View and access all bookings made by chain partner
- View and access all clients’ complaints with clients from this travel agency partner
Company and Supplier Information Management
- Access and manage all company and supplier data
- Manage all contact persons
Customer Profile Management
- Store and synchronize the data of all your contacts including direct customers, travel agency partners, customers who came in via a travel agency, prospects and your suppliers
- Store address, travel fellow, passport, member get member information and much more
- Assign an agent to your customer
- Add characteristics to your contacts, get to know your contacts and use it when you need it
- Collect additional data like language preference, newsletter bans and more
- Attach notes to your profiles to share with your colleagues
- Check for duplicates
- Store payment conditions and loyalty card information
- Visualize all client’s interactions on one screen:
- Profile
- Complaints
- Bookings
Web based software
- Emerald is developed in a modern web-based Java architecture
- Use only a web browser to access Emerald on our hosted environment or deploy Emerald on your own server
- Make Emerald accessible from any secure internet connection
Statistics and Report Management
- Consolidated and up-to-date statistics and reports of customer and booking data
- Standard predefined reports of customer and booking statistics
- Multifaceted statistics, e.g. Top-Ten, customer rankings
- Export to MS Excel Format, CVS and more
Brochure Ordering Workflow
- Process requests from your website or initiate requests from your call center due to our embedded brochure ordering workflow
- Web Service interface for online brochure requests with easy integration into your Homepage
- Connection with one of your marketing actions to identify the source of the request
- Dynamic grouping of brochure orders with additional serial letter generation
Workflow guided process
- Workflow guided processes with strict concept of data visibility
- User friendly workflows through entire managing process
- Web-based technology to easily manage client data on a concept of top down data visibility
Campaign Management
- Versatile and extensive campaign management functionalities in 3 levels of expertise
- Direct and fast search and selection of customers
- Run standard, easy or expert campaigns
- Filter by distribution channels, characteristics and any field used in the customer management profile
- Do complex queries to identify the right target group for your campaign, e.g. select all direct clients from Montreal who booked a trip in March and traveled to Jamaica in summer, and spent more than 5,000 $ per person
- Find all dormant contacts
- Conduct campaigns via e-mail, mail and surveys within minutes
- Classify your customers based on booking behavior, e.g. assign attributes based on travel history, e.g. find all customers who have already traveled to Hawaii for more than 5 times and assign these customers to Hawaii lovers
Complaint Management
- Manage any possible complaints about your bookings or services included in a booking proactively
- Match complaint types to a customer, travel agency profile, booking and content services
- Push back the complaint to your service provider and partners
- Propose and assign complaint and compensation type to rectify the situation
- Assign non-monetary reimbursements to your customers
- Deal in a professional manner with your customer by sending out statement letters and compensation vouchers from your suppliers
- Store contact log
- Schedule activities to follow up on closing the process cycle
- Further the possibility of converting complaining clients into long term satisfied clients
Document Management
- Attach your documents to any major entity by simply uploading
Integration into your Website and Internet Booking Engine
- Easily connect your website or Internet Booking Engine to Emerald (additionally recommended modules for Emerald: Pacific IBE for B2B, B2C, White Label)
- Integrate your catalog ordering process
- Manage your newsletter subscriptions
- Send any communication messages via Emerald
Administration
- Assign users, user groups and user roles
- Schedule and monitor automated batch jobs and live synchronizations
- Configure and customize Emerald
Customization & Configuration
- Unlimited number of free customizable characteristics per business partner
- Manage your master data and be the master of your own database
- Based on your specific requirements, Emerald can be configured to best fit your objectives
- Flexible configuration based on system’s configuration parameters
Integration
- Simple integration into existing IT environments and data exchange with other systems
- Integrate to several interfaces (email interfaces, fax interfaces…) and XML structure
Support
- Our support help desk is available to answer any of your questions
- Over 30 years of professional business consultation experience and competence at your disposal covering your entire tour operator workflow (reservation processing, documents, product management)
Dynamic Travel Components
- Perfect completion for tourism companies due to simple integration, specialization in touristy processes and availability in J2EE servers
100% Java Components
- Based on J2EE application server and other open source tools
- High scalability & flexibility
- Extensibility ? more specific
Independent platform
- Easy integration into existing system environments
Location and time independent access
- CRM data are secure and always available
Oracle Database
- Based on Oracle technology, which is one of the worldwide leading providers of database technology
- System can be scaled with the adjustment of hardware
Service Oriented Architecture (SOA)
- This style of architecture promotes reuse at the macro (service) level rather than micro (classes) level. It can also simplify interconnection to – and usage of – existing IT (legacy) assets.
Holger Voss
+1 514-787-1672
- World of TUI, Germany
- Diethelm Travel, Thailand
- Thomas Cook AG, Germany
- Emirates, UAE
- Etihad Holydays, UAE
- JetAviation, USA
- Jac Travel, Canada
- Ritz Tours, USA
- Sun International Dreams, South Africa
- Air Canada Vacations, Canada
