Travel CRM™
 
Nearly 80 percent of US consumers would be less likely to buy airline tickets online from a company with whom they had experienced bad customer service in the past. - JUPITER MEDIA METRIX
 
As the $500 billion travel industry continues to expand and maintain its position as the fastest growing online sector - leading airlines, car rental firms and hotels needs to track, analyze and improve customer satisfaction across countries and across channels to maintain their competitive edge. The challenge to date has been that cross channel data collection has been prohibitively expensive and less than reliable as many technologies are still in their infancy. CRM Metrix took on this challenge and developed the industry's first tool that wirelessly captures feedback at the most critical point - while customers are actually traveling.
 
TravelCRM facilitates cross channel data collection and analysis through providing web-connected PDAs with patent pending technology to customers while they are actually in-flight, inside their rental car or relaxing in their hotel room. The data is collected in real time and sent via the web to a centralized analytics reporting platform where corporate executives can access and interact with the information 24/7 from anywhere in the world. This new way of thinking arms travel leaders with the knowledge they need to maximize sales and retention levels.
 
According to David Daniels, Jupiter Senior Analyst, "The consequences of poor customer service are especially high for travel companies right now." The events of 9/11 have caused consumers the world over to reconsider the role of safety when traveling. Studies have shown that consumers feel "safer" with brands they know and trust - hence the need to develop an ongoing customer conversation that provides insight into buyer needs, concerns, and praises.
  

As the industry works to rebuild customers' trust, technology will undoubtedly play an increasingly important role in managing customers expectations and improving the travel experience as a whole. With such a clear ROI associated between improved customer intelligence and sales - TravelCRM is not simply a "nice to have" but a justifiable "need to have" for global travel industry leaders.