What is the CRM module and how does it work?

What is the CRM module and how does it work?


Where do we start?

CRM Modul definition

This module allows us to know each contact and automatically enrich it using back-food techniques.


The CRM offers the user the possibility to perform a whole in one; attracting contact through the channel that is, knowledge (which they like and interested), exploitation through marketing campaigns and loyalty to the rewards programme.


The Fideltour CRM brings knowledge of all guests passing through your hotel, trend analysis within your customer network and trade value, by storing a centralized and segmented database.



Structure of the CRM Module

As we can see the CRM Module it consists of six different sections: Dashboard, Analytics, Contacts, Segments, Movements and Configuration.


Dashboard

In Dashboard we will be able to have an overview of the information of our contacts.



Analytics

In Analytics we will be able to see in detail the evolution of our contacts. Allows us to observe the information psychographic and demographic of all our contacts, including their evolution of tastes and interests. All represented in the form of graphics.




Contacts

In the contacts section, we will be able to visualize all the customers we currently have in our database. We can import an external database or create a new contact on time.



When we create a new contact, the only mandatory field will be email.



If we want to have more detailed information about one of our contacts, we will click on it and open your contact sheet with all the information concerning it. If we want to make any changes to that contact, we will be able to do so from your general record. Or using the action button, for massive update.






We will be able to see at the top of the page 9 different type of tabs such ash: Team, Movements, Travel, Campaigns, Rewards, Reviews, Interests, Subscriptions and Landings. These tabs reflect the modules currently offered by Fideltour but focused on the path of this contact.




We can see the movements (reservations and connections to the captive portal).




The various movements are also grouped into travel according to the locator, so that if a contact has several reservations over time they can be viewed in an orderly manner in this tab.




We can visualize the campaigns sent to this contact together with some metrics such as opening the email and recorded clicks.



If the contact is registered in our loyalty program, we will be able to see the details in the Rewards.



In addition, with the actions button you can add or remove points and remove contact from the program.



We can visualize the reviews answered by this contact.




We can visualize the interests which has been assigned to this contact.



Finally, we can see metrics on the pages landings visited.




Segments

The segment section allows us to create a fully customizable, automatic and exclusive segmentation. This will help us segment our customers according to their tastes and interests.




Movements

In this section we will see both reservations and connections with the different channels and for example a captive portal.



Just as in the contacts section, we can import an external booking database. If we click on the ID of a move, a new tab will open where we can see more details.



From this tab we can also see the guest's information of this reservation.



And all the trips of this contact.




Configuration

In this menu we can find three configurations:


(1) Interest

Here we will create the interests that will be associated with the contacts based on the URLs visited of our establishment.



2) Communications

Here you can activate some transactional communications (informative tools) in which nothing is sold to the customer, it is only reported. These emails are preconfigured and we should only add the language segments to which we want to address and finally activate them with the action button. In the case of double opt-in, verification is requested that it is interested in receiving communications from the company.




3) Transactional sender

In this case, we choose the sender from which transactional communications will be sent.




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