Black Tomato Über System with CRM

Rapidly expanding travel company Black Tomato required a system that would allow staff to efficiently manage incoming travel enquiries. We developed a bespoke travel enquiry capture and CRM Über System that also includes a management-reporting suite and currency exchange rate conversion management.

Objective

As Black Tomato progressed through a period of rapid growth, the company required a solution that would allow for the efficient management of incoming travel enquiries and fast growing client base. Like their tailor-made experiences, this system needed to be bespoke and scalable with an intuitive user interface that facilitated the efficient handling of their clients’ travel preferences and ensured continued delivery of amazing customer service whilst maintain competitive edge.

Solution

A bespoke Über System initially comprising of a CRM module, an enquiry capture module, a currency exchange rate management module, a powerful search facility and a management-reporting suite. All of Black Tomato’s existing client profiles were imported into the Über System before launch, providing the team with immediate access to their clients’ profiles and histories. Black Tomato management are able to assign all incoming travel enquiries to their team of travel consultants and manage workloads. The powerful search facility allows the team to interrogate the Über System by keyword or client name, which provides staff with a view of current enquiries and the eligibility for each prospect. The quick enquiry capture facility allows the team to efficiently manage telephone enquiries, improve first-call handling, create cases and easily build up a profile of each of their client’s travel preferences. A management-reporting suite was also developed to allow Black Tomato to analyse sales conversions and individual team member workloads.

Project approach

Key members of Black Tomato staff from both the management and travel consultant teams were involved in the design, development and acceptance testing to ensure that the end result was a system that would boost staff productivity and streamline internal tasks and processes.

Success

All of Black Tomato’s travel enquiries are now processed through their Über System and the previous systems have been replaced. With a 360-degree view of clients, Black Tomato’s travel consultants are able to resolve issues quickly and reduce handling times. As a result internal processes for enquiry handling have been greatly improved. The Black Tomato management team also now has access to interrogate the new Über System and take informed business decisions.