CTM rolls out traveller CRM for enhanced personalised service

Global journey administration firm CTM has launched its proprietary traveller CRM, CTM Advisor, in EMEA elevating personalised buyer service experiences throughout its trans-Atlantic markets. CTM’s 2022 Global Customer Survey discovered the precedence focus for world journey programmes (working in three or extra continents) in 2022/23 could be ‘customer service’.

As such, CTM has fast-tracked the roll-out of its proprietary traveller CRM, which gives journey consultants with a mix of real-time traveller insights and historic reserving behaviour alongside firm insurance policies and preferences to ship unmatched personalised service throughout a number of areas, utilizing one proprietary system slightly than a number of third-party instruments.

CTM brokers can see the place a traveller is and what disruption they’re going through, proactively rebooking tickets, contacting travellers and offering solely the choices which might be proper for each the traveller and firm. The system additionally integrates a number of present agent instruments into one platform, saving them precious time that may be redirected into offering CTM’s clients with even better care and a spotlight.

CTM’s Global CTO, Mike Kubasik: “Travellers and journey managers want the perfect of each worlds: the intuitive, quick on-line reserving obtainable in our award-winning OBT Lightning, and distinctive, private, proactive service the place it’s wanted. It doesn’t matter if a traveller’s flight has been cancelled, they’re uncertain what resort is well-liked with native colleagues, or they only need their London consultants to have quick access to reservations made with their New York staff, CTM Advisor at all times has the reply.

CTM Advisor is being prolonged to CTM’s UK and Europe groups after a being rolled out to all CTM North American customer-facing groups in current months to ship heightened personalisation throughout the shopper expertise in CTM’s two largest markets, enabling a seamless service expertise for trans-Atlantic journey programmes.