CRM

Intertours

Relying on a dedicated travel CRM to increase efficiency and deliver better experiences.

The story in short

After years of time-consuming and costly adaptations to make a standard CRM live up to the needs of a TMC, Intertours was looking for a travel CRM to become more efficient and ultimately deliver better client value. The ideal solution would also integrate CRM, mid-office, and back-office processes to help Intertours streamline their processes across the entire business. With TravelOperations, Intertours found the holistic platform they needed to succeed.

About Intertours

Intertours is a leading German TMC that specializes in providing tailored corporate travel management solutions. Their solutions combine travel booking, payment, expense management, and AI-powered content to streamline processes, improve cost efficiency, and help clients navigate the complexities of travel management.

The challenge

Intertours primary motivation for seeking a new CRM system was the need for a solution tailored to the travel industry. “Previously, we were working with a generic CRM without an industry-specific focus. This meant that every necessary adaptation had to be implemented independently, which proved to be both time-consuming and costly,” says Marc Will, Director of Intertours

In addition, Intertours suffered from a distinct lack of integration between CRM, mid-office, and back-office processes, which are traditionally managed separately in the travel industry. Therefore, Intertours were looking for a more cohesive system to streamline these functions and create efficiencies.

The solution

To address their challenges, Intertours partnered with TravelOperations and chose both the CRM and ERP solutions to get a unified database that connects sales, operations, and back-office processes into one holistic platform.

We chose TravelOperations because we were looking for a solution that offers a unified database across all services and data points. This integrated approach was essential for us to become more independent, faster, and capable of delivering better solutions for our customers.

Marc Will, Intertours

With TravelOperations CRM, Intertours got all the CRM functionality needed, from contact overview to pipeline management – to simple customer onboarding, easy reporting, and detailed segmentation.

However, for Intertours, the most essential feature of their new TravelOperations platform was the seamless integration of data and processes across their ERP/mid & back-office solution and CRM, which directly supported their goal of providing end-to-end service for their clients.

The impact

Adopting TravelOperations has had a significant impact, and while Intertours still measures the long-term effects, the early results are promising.

Intertours enjoy better visibility into their sales and onboarding activities, and have reduced manual tasks, improved visibility, and enhanced collaboration across teams.

One of the most evident benefits of adopting TravelOperations has been the ability to better connect our processes through Power Apps, enabling more seamless workflows. This interconnectedness has laid the foundation for us to continue optimizing our travel management services and providing better value to our clients. In essence, our workflows are now faster and more efficient, allowing us to focus on client value.

Marc Will, Intertours

Colleagues across the company have welcomed the change, appreciating the better access to data and improved collaboration across departments. “The unified approach provided by TravelOperations has been well received, and we see this as a significant step forward in aligning our operations with our strategic goals,” Marc concludes.