Best CRMs for travel agencies

In the travel and tourism industry, maintaining strong relationships with customers whether they're private or corporate clients is essential for success. Which is why travel agencies are increasingly turning to Customer Relationship Management (CRM) systems to streamline their operations, enhance customer service, and drive sales. After all, it's no secret that a powerful CRM can help travel agencies manage client details, automate bookings, track sales leads, and nurture long-term customer relationships. In this blog post, we'll do an in-depth comparison of folk, Capsule, HubSpot, Pipedrive and Zoho, unpack what features you need to look out for and more.

Why you need a CRM

Managing a travel agency without a CRM can lead to disorganization and missed opportunities, hindering growth and customer satisfaction.

Challenges without a CRM

There are some common challenges faced by a busy team in a travel agency when managing travel agencies without a CRM.

• Disorganization: Without a CRM, keeping track of client information, bookings, and communications can become chaotic, leading to errors and inefficiencies.
• Missed opportunities: Manual processes can cause delays, resulting in missed follow-ups and lost sales opportunities.
• Inefficient processes: Lack of automation means more time spent on repetitive tasks, reducing overall productivity.
• Lack of insight: Without centralized data, it’s challenging to analyze customer behavior and make informed decisions.
• Inconsistent communication: Managing interactions through disparate systems can lead to inconsistent messaging and a poor customer experience.

Which is why having a platform like a CRM can help create one source of truth and optimize internal workflows.

Benefits of a CRM

There are a lot of advantages a CRM provides for managing travel agencies. From improving business performance to achieving better outcomes in communication.

• Centralized information: All client data and interactions are stored in one place, making it easy to access and manage.
• Enhanced efficiency: Automate repetitive tasks, freeing up time for more strategic activities.
• Improved customer relationships: Personalized communication and timely follow-ups enhance customer satisfaction and loyalty.
• Better decision-making: Access to real-time data and analytics helps in making informed business decisions.
• Increased sales: Streamlined processes and timely follow-ups lead to higher conversion rates and more sales.
• Consistent communication: Ensure all team members are on the same page, providing a unified message to clients.

Key features of a CRM for travel agencies

If you're ready to invest in a good CRM, make sure you look for the following features to make the most out of your investment.

• Automated processes: Streamlines tasks by automating repetitive workflows.
• Contact enrichment: Automatically finds Leads, Customers email addresses and contact information, enhancing efficiency.
• Structured pipeline: Tracks Leads, Customers through defined stages, ensuring process clarity and effectiveness.
• Email sequences: Increases communication efficiency with follow-up templates and automated sequences.
• LinkedIn connection: Seamlessly imports Leads, Customers from LinkedIn and tracks conversations within the CRM.
• Reporting & forecasting: Provides essential data analysis and predictive insights for better planning.

How to boost your travel agency's efficiency with a CRM

There are a few ways you can optimize your team's efficiency with a CRM, from your mapping process to qualifying leads and your outreach.

1. Mapping your process

Steps to define and track the stages of your process

• Identify key stages: Outline the journey from initial inquiry to booking and follow-up.
• Set milestones: Define specific milestones such as lead qualification, proposal sent, and booking confirmed.
• Automate tracking: Use CRM tools to automatically track progress and update stages as tasks are completed.
• Visualize pipeline: Utilize CRM dashboards to visualize your sales pipeline for better clarity and management.

2. Lead qualification

You can use a CRM as a method for assessing and qualifying leads and customers, by doing the following.

• Scoring system: Implement a lead scoring system based on engagement, budget, and travel preferences.
• Segmentation: Categorize leads into different segments for targeted marketing and personalized follow-ups.
• Automated qualification: Use CRM automation to filter and prioritize leads based on predefined criteria.
• Feedback loop: Regularly update qualification criteria based on feedback and conversion rates.

3. Outreach and follow-up

Outreach and sequences can be created to help you automate emails and LinkedIn campaigns to your leads and customers through the following methods.

• Email drip campaigns: Set up automated email sequences to nurture leads with personalized travel offers.
• LinkedIn outreach: Use CRM integrations to send personalized LinkedIn messages to potential clients.
• Follow-up reminders: Automate reminders for follow-up calls or emails to ensure no lead is left unattended.
• Template library: Utilize CRM templates for consistent and professional communication.

4. Nurture existing leads and customers

There are also a few strategies you can use for upselling and cross-selling through your CRM.

• Personalized offers: Use CRM data to send tailored travel packages based on past preferences.
• Loyalty programs: Implement loyalty programs to reward repeat customers and encourage referrals.
• Seasonal campaigns: Create seasonal campaigns to promote special deals and exclusive packages.
• Feedback collection: Regularly collect and analyze customer feedback to improve services and offerings.

How to evaluate and choose a CRM Platform

The CRM space is a highly saturated market. Which means you're not alone if you're unsure how to go about your selection process. Fortunately, there are a few things you can keep in mind as you consider the right CRM for you.

1. Define your requirements

When selecting a CRM for your travel agency, it's crucial to identify the key features that will enhance your business operations. Look for functionalities such as lead management, customer segmentation, automated follow-ups, and integration with booking systems. Additionally, consider features like itinerary management, communication tracking, and analytics to streamline your workflow and improve customer satisfaction.

2. Consider your budget

Balancing cost and return on investment is essential when choosing a CRM. Evaluate the pricing models of different CRM platforms and consider the long-term benefits. While some CRMs may have higher upfront costs, they could offer significant savings through enhanced efficiency and customer retention. Look for platforms that offer scalable pricing plans, allowing your CRM to grow with your business.

3. In-depth research

To select the right CRM vendor, start by researching and shortlisting providers that specialize in travel agency solutions. Read reviews, request demos, and consult industry peers for recommendations. Evaluate the vendor's reputation, customer support, and update frequency to ensure they align with your business needs. A reliable vendor will offer comprehensive onboarding and training resources to help you get the most out of their CRM platform.

4. Evaluating by trial and demos

Trialing different CRM platforms is a critical step in the decision-making process. Take advantage of free trials or demo versions to test the usability, features, and compatibility with your existing systems. Compare the performance of each platform based on your predefined requirements and budget. Gather feedback from your team and consider their input before making a final decision. Choose a CRM that not only meets your current needs but also has the flexibility to adapt to future growth. Get a demo of Folk CRM here.

Tips for implementing a CRM

If you're implementing a CRM for the first time, there's a huge chance that you might have a packed diary, and not a lot of time to implement your CRM. If that's the case, there are a few things we suggest you do before you implement your new shiny CRM system.

1. Import your data in your new CRM

Transitioning to a new CRM can be seamless if you properly import your existing data. Start by exporting your data as a CSV file from your current CRM.

2. Create a first pipeline

Setting up your first pipeline tailored to your travel agency's workflow is essential. Define stages that reflect your sales process, such as "Lead Captured," "Proposal Sent," "Negotiation," and "Booking Confirmed." This customization helps in tracking the progress of each client and ensures no lead falls through the cracks.

3. Onboard your team

Once your CRM is set up, it's time to onboard your team. Provide comprehensive training sessions to ensure everyone understands how to use the new system effectively. Highlight the features that will streamline their tasks, such as automated follow-ups, customer segmentation, and reporting tools. A well-trained team can fully leverage the CRM's capabilities, leading to increased productivity and better customer relationships.

The 5 best CRMs for travel agencies

1. folk

folk is a modern CRM platform for managing contacts, workflows, and relationships, offering customizable pipelines, AI-driven tools, and integrations to enhance deal management and prospecting.

Key features

• Contact enrichment: Automatically enriches contact details by finding emails and LinkedIn URLs, enabling efficient outreach without manual data entry or additional costs for email services.
• LinkedIn integration: Seamlessly import contacts from LinkedIn, track conversations within folk, and use templates for quicker, streamlined communication.
• Email integration: Full email sync, templates, and tracking features, enabling users to manage all communications directly from the CRM.
• AI-powered features: AI tools assist in managing contacts and relationships, automating routine tasks, and suggesting actions to improve productivity.
• Integrations: folk integrates seamlessly with over 6,000 apps, including Gmail, Zapier, and Make, allowing users to centralize their workflow and reduce manual data entry.

Pros

• Ease of use: folk is praised for its intuitive interface, making it accessible even to non-technical users with quick onboarding and a minimal learning curve.
• All-in-one: folk streamlines your workflow by allowing you to import contacts from LinkedIn, automatically find their emails, reach out through customizable email sequences, and track interactions in a pipeline, eliminating the need for multiple tools and saving time and money.
• LinkedIn integration: Seamlessly import contacts from LinkedIn, track conversations within folk, and use templates for quicker, streamlined communication.
• Customizability: Custom fields, pipelines, and workflows.
• Integrations: folk integrates seamlessly with over 6,000 apps, including Gmail, Zapier, and Make, allowing users to centralize their workflow and reduce manual data entry.

Cons

• Reporting: Currently lacks reporting features, but there are plans for future implementation.

Price and plans

You can try folk for free with a 14 day free trial. After that, a monthly or annual subscription plan is as follows.

• Standard: $20 per user, per month
• Premium: $40 per user, per month
• Custom: Starts from $60 per user, per month

2. Capsule CRM

Capsule CRM is a user-friendly customer relationship management platform designed for small and medium-sized businesses. It offers a clean, intuitive interface that helps users manage customer relationships, track sales pipelines, and organize tasks and communications efficiently.

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Key features

• 1 sales pipeline
• 50 custom fields
• 30,000 contacts
• Key integrations
• Workflow automation

Pros

• User-friendly interface: Capsule CRM offers a clean and intuitive design, making it easy for travel agents to navigate and quickly access essential features. This simplicity reduces the learning curve, ideal for agencies without extensive CRM experience.
• Contact and sales management: The platform provides robust tools for managing leads and customers, organizing travel itineraries, and tracking sales opportunities. This helps agencies maintain a clear view of their relationships and sales pipeline.
• Customization options: Capsule CRM allows users to customize fields, tags, and pipelines to fit their specific travel business needs, offering flexibility in how they manage client data and processes.
• Integration capabilities: Capsule integrates with various popular third-party applications, including G Suite, Microsoft 365, Mailchimp, and QuickBooks, allowing travel agencies to create a seamless workflow across their business tools.
• Affordability: Capsule CRM offers competitive pricing with a free plan for basic needs and affordable premium options, making it accessible for small travel agencies and startups.

Cons

• Limited advanced features: Compared to some competitors, Capsule CRM lacks more advanced features such as in-depth analytics and complex reporting capabilities, which can be a limitation for larger travel agencies with more complex CRM needs.
• Basic email marketing capabilities: While Capsule integrates with email marketing tools like Mailchimp, its built-in email marketing capabilities are relatively basic. Agencies seeking more advanced email marketing features may need to rely on third-party integrations.
• Limited customer support: Capsule CRM primarily offers support through email and an online help center. The lack of live chat or phone support might be a downside for travel agencies that prefer immediate assistance.
• No built-in phone or SMS integration: Unlike some other CRMs, Capsule does not have built-in phone or SMS functionality, which could be a disadvantage for travel agencies that rely heavily on direct communication with clients through these channels.
• Scalability concerns: While Capsule CRM is great for small to medium-sized travel agencies, companies that are rapidly growing or have more complex CRM requirements might find the platform less scalable as they expand.

Price and plans

• Starter plan: Starts from $21 per user, per month.
• Growth plan: Starts from $38 per user, per month.
• Advanced plan: Starts from $60 per user, per month.
• Ultimate plan: Starts from $75 per user, per month.

3. Hubspot

Hubspot CRM is a user-friendly, scalable platform offering integrated tools for managing sales, marketing, customer service, and operations efficiently.

Key features

• Marketing hub: Includes email marketing, ad tracking, landing pages, and lead generation tools.
• Sales hub: Provides deal tracking, pipeline management, sales automation, and reporting.
• Service hub: Offers customer service tools like ticketing, live chat, and knowledge bases.
• Operations hub: Syncs and automates business processes across different systems.
• Lead scoring: Prioritize leads with predictive scoring to improve sales efficiency.

Pros

• User-friendly interface: HubSpot is known for its intuitive and easy-to-use interface, making it accessible for users of all skill levels.
• Comprehensive free plan: Offers a robust free version that includes essential CRM features, making it ideal for small travel agencies.
• Seamless integration with marketing tools: HubSpot integrates smoothly with its marketing, sales, and service hubs, creating a unified platform for inbound marketing and customer management.
• Automation capabilities: Provides powerful automation tools for tasks like email marketing, lead nurturing, and sales workflows, helping travel agencies save time and improve efficiency.
• Extensive learning resources: HubSpot Academy offers a wealth of free courses, certifications, and resources to help users get the most out of the platform.

Cons

• High cost at higher tiers: HubSpot’s pricing can become expensive as you move to higher tiers, which may be prohibitive for small travel agencies as they scale.
• Limited customization in free plan: The free plan and lower tiers have limited customization options, which can restrict flexibility for growing travel agencies.
• Complexity in advanced features: Some advanced features, such as custom reporting and workflows, have a steep learning curve and may require additional training.
• Email marketing limits: Email marketing functionality in the free plan is restricted by limits on the number of emails you can send, which can be a drawback for agencies with larger lists.
• Additional costs for add-ons: Many useful features, like advanced CRM capabilities and integrations, come as paid add-ons, increasing the overall cost.

Price and plans

Once you're ready to upgrade from their free plan, the CRM suite annual subscription plan is as follows.

• ‍Starter: $15 per user, per month.
• ‍Professional: $450 per user, per month.
• Enterprise: $1,500 per user, per month.

4. Pipedrive

Pipedrive is a web-based CRM for small businesses, offering lead management, automation, email integration, and customizable pipelines to optimize sales.

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Key features

• Lead and deal management: Centralized tools to manage customer data, interactions, and sales pipelines, helping travel agencies act quickly on opportunities.
• Sales automation: Workflow automation to handle repetitive tasks, such as lead routing, follow-ups, and email sequences, allowing travel agents to focus on closing deals.
• Email integration: Full email sync, templates, and tracking features, enabling users to manage all communications directly from the CRM.
• Advanced reporting and analytics: Real-time data analytics and custom reporting tools to track sales performance, forecast revenue, and gain actionable insights.
• Customization and security: Options to customize pipelines, fields, and user permissions, with robust security measures to protect data.

Pros

• User-friendly interface: Pipedrive is known for its intuitive and visually appealing interface, making it easy for travel agents to navigate and manage their sales pipelines.
• Sales pipeline focus: Pipedrive is specifically designed for managing sales pipelines, offering a visual approach that helps travel agencies track deals and activities effectively.
• Customization: Pipedrive allows for a high degree of customization, enabling users to tailor the platform to their specific sales processes with custom fields and workflows.
• Affordability: Pipedrive offers competitive pricing, making it accessible to small and medium-sized travel agencies without sacrificing essential CRM features.
• Automation features: Pipedrive includes automation tools that help streamline repetitive tasks, such as sending follow-up emails and moving deals through the pipeline, saving time and boosting productivity.

Cons

• Limited advanced features: Pipedrive lacks some of the more advanced CRM features, such as extensive marketing automation and AI capabilities, which are available in other platforms.
• Basic reporting in lower tiers: The reporting and analytics features in the basic plans are somewhat limited, requiring upgrades to access more in-depth insights.
• Restricted customization options: While Pipedrive is customizable, it does not offer as many advanced customization options as some other CRMs, which can be a drawback for travel agencies with complex needs.
• No built-in email marketing: Pipedrive does not include built-in email marketing features, requiring users to integrate with third-party email tools for such functionality.
• Learning curve for new users: Although generally user-friendly, Pipedrive may still present a learning curve for users unfamiliar with CRM systems, especially in understanding the full capabilities of the platform.

Price and plans

An annual subscription plan basis is as follows.

• Essential plan: Starts from $14 per user, per month.
• Advanced plan: Starts from $29 per user, per month.
• Power plan: Starts from$64 per user, per month.
• Enterprise plan: Starts from $99 per user, per month.

5. Zoho

Zoho is a CRM system with a strong sales focus. Its got features such as journey orchestration, sales process management and workflow automation. There's also something for marketing teams, including lead hurting, event management and customer segmentation.

Key features

• Sales automation: Automates sales tasks like lead management, deal tracking, and follow-up actions.
• Lead and contact management: Manages customer information, tracks interactions, and segments contacts for targeted campaigns.
• Multi-channel communication: Integrates with email, phone, social media, and live chat to manage customer interactions.
• Customizable dashboards and reports: Allows users to create and customize dashboards and reports for in-depth analytics.
• Workflow automation: Automates routine tasks and processes to improve efficiency and reduce manual effort.

Pros

• Affordability: Zoho CRM offers competitive pricing with various tiers, making it accessible to small and medium-sized businesses as well as larger enterprises.
• Customization: Extensive customization options allow businesses to tailor the CRM to their specific needs, including custom fields, modules, and workflows.
• Multi-channel communication: Zoho CRM supports email, phone, social media, and live chat, enabling businesses to manage all customer interactions from a single platform.
• AI-powered features: Zia, the AI assistant, provides intelligent insights, predictive analytics, and task automation, helping to improve sales and marketing efficiency.
• Mobile accessibility: Zoho CRM offers a robust mobile app, allowing users to manage customer relationships and access data on the go, with offline capabilities.

Cons

• Steep learning curve: The extensive customization options can be overwhelming for new users, requiring a significant time investment to master the platform.
• Complex setup: Initial setup and configuration can be complex, particularly for businesses without technical expertise or dedicated IT resources.
• User interface: Some users find the interface to be outdated or cluttered compared to other modern CRM platforms, which can affect usability.
• Performance issues: Occasional reports of slow performance, especially with large datasets or complex operations, can hinder productivity.
• Limited third-party integrations: While Zoho integrates well with its own suite of products, integration with third-party applications can be limited or require additional effort.

Price and plans

Free plan limited to three users suitable for small businesses. After that, an annual subscription plan is as follows.

• Standard: $14 per user, per month
• Professional: $23 per user, per month
• Enterprise: $40 per user, per month

Conclusion

Choosing the right CRM for your travel agency in 2024 can significantly impact your business's efficiency and customer satisfaction. Whether you prioritize ease of use, advanced automation, or comprehensive integration capabilities, there's a CRM tailored to meet your needs. Platforms like folk, Capsule CRM, Hubspot, Pipedrive, and Zoho each offer unique features and pricing plans that cater to various business sizes and requirements. By evaluating your specific needs, budget, and desired functionalities, you can select a CRM that will streamline your operations, enhance customer relationships, and ultimately drive growth. Try folk for free here.

Frequently Asked Questions

What do travel agencies use as a CRM?

Travel agencies often use folk, Capsule CRM, Hubspot, and Pipedrive as their preferred CRM solutions. These platforms offer a range of features tailored to manage client relationships, streamline workflows, and enhance overall productivity. folk stands out with its contact enrichment and LinkedIn integration, while Capsule CRM is known for its user-friendly interface. Hubspot and Pipedrive are also popular for their comprehensive sales and marketing tools.

Do I need a CRM?

Yes, a CRM can be highly beneficial depending on the complexity of your processes. For travel agencies, a CRM helps in organizing client information, automating follow-ups, and managing bookings efficiently. If you find yourself struggling with disorganization, missed opportunities, or inefficient processes, investing in a CRM can significantly improve your business operations and customer satisfaction.

How much does a CRM cost?

The cost of a CRM typically ranges from $15 to $150 per user per month, depending on the features and capabilities you require. For example, folk starts at $20 per user per month, while Hubspot's professional plan costs $450 per user per month. It's important to evaluate your needs and choose a plan that offers the best return on investment for your travel agency.

Does folk’s CRM respond to travel agencies needs?

Yes, folk’s CRM is well-suited to meet the needs of travel agencies. Its intuitive interface and ease of use make it accessible even for non-technical users. Key features like contact enrichment, LinkedIn integration, and customizable pipelines streamline workflows, allowing agencies to manage contacts and relationships efficiently. Additionally, folk integrates with over 6,000 apps, centralizing operations and reducing manual data entry, making it an all-in-one solution for travel agencies.