PC "Master-Tour" - a program for tour operators

The Master-Tour software package (PC), designed to automate the activities of tour operators, has been developed and supported since 1995. Today, “Master-Tour” is installed in 70% of travel companies in Russia and the CIS countries. The continuous development of Master Tour meets the changing needs of the tourism market.

PC "Master-Tour" covers all the main aspects of a tour operator's activities - from creating a price list and catalogs to selling a tour product, from calculating actual costs to conducting mutual settlements with suppliers, from operational accounting to management. When working with "Master-Tour" there is everything necessary information about clients, partners and mutual settlements with them.

The peculiarity and uniqueness of the Master-Tour PC is the presence of flexible settings that allow you to work effectively with the PC:

• ? multidisciplinary tour operators different directions;
• ? operators working with individual tourists;
• ? cruise and bus tour companies;
• ? small hotels and boarding houses.

Advantages"Master Tour" for tour operators:

• ? allows you to minimize labor costs when issuing a voucher and further managing the client;
• ? has a simple interface, close to the line of standard Microsoft products;
• ? the ability to work with the program remotely in real time (via TCP/IP);
• ? all modes of the program are interconnected (for example, when registering a tour, the manager can access the partner database);
• ? the program has the ability to remote access agency - operator, which allows the manager of a travel agency, by joining the tour operator’s server, to assess the availability of available seats and make a reservation;
• ? the program includes about 40 necessary documents and reports - these are all kinds of lists, reservation sheets, tourist vouchers, accommodation sheets (rumming sheets), statistical reports, questionnaires to embassies and other reports, appearance which are easy to configure;
• ? There is ready-made solutions in connection with the office of the host company “Master-Interlook”;
• ? ready-made online store based on “Master-Tour” - “Master-Web”;
• ? relationship with the program for travel agencies “Master Agent”;
• ? Great opportunities to expand the program and add-ons (creation of new reports, connection with 1C).

Key Features and Features"Master Tour". The PC allows you to implement all the functions necessary to automate a travel company. PC "Master-Tour" allows you to:

• ? create a tourism product (Fig. 23);
• ? prepare Special offers with fixed or floating markups and discounts;
• ? calculate the expected profit on the tour and the amount of commission to the agent;
• ? calculate bonuses for agencies;
• ? cancel orders with deduction of penalties;
• ? control information about contracts and deadlines for their completion;
• ? use the message and alert service when working with agencies;
• ? use a flexible system for creating rules for calculating agency commissions;
• ? register any number of tourists for any tour in one or more tour packages;

Rice. 23.

• ? control the processing of documents for visas and the deadlines for clients to submit documents to the consulate;
• ? print a package of necessary documents (vouchers, tourist lists, vouchers, lists to embassies, financial reporting forms, etc. All reports are generated in any of the selected formats: RTF, XLS, PDF, HTML);
• ? control the conduct of the tour;
• ? quickly issue documents using barcodes and a scanner;
• ? automatically enter tourist data when using passport scanners;
• ? control the loading of services with the ability to sort by departure city;
• ? set quotas and track the load of any service that makes up the tour, which eliminates the possibility of resale (Fig. 24);

Rice. 24.

• ? track the progress of payment for the tour and assess the current financial condition of the company;
• ? make deposit payments;
• ? make payments at the rate on the date of creation of the application, date of payment or date of confirmation of the application;
• ? define numbering rules for each document type;
• ? determine the cost of services in various currencies;
• ? send messages via E-Mail;
• ? display a diagram of the vehicle in places with a location assigned to the tourist;
• ? display the number of rooms on floors for hotels or decks for ships and ferries;
• ? customize access to various functional blocks programs;
• ? use an English-language interface for foreign partners;
• ? take into account the company's data on financial guarantees.

WinTour Pro travel agency program is a tool for creating a travel package. It allows you to maintain a customer base, calculate the cost of a tourism product based on the following data: accommodation, AIR/railway, transfer, visa, insurance, excursions, and other services. In addition, WinTour Pro allows you to conduct mutual settlements with travel agency counterparties. Prints the following printed forms, such as an agreement for the sale of tourism services, a cash receipt and debit order, an application for the provision of tourism services, a confirmation invoice, and generates reports.

WinTour Pro is:

1. Confidentiality and security of business-critical information. In the program, using the access rights service, you can easily restrict an employee’s access to certain program functions. For example, prohibit the correction of already entered entries in the program. Or make reference forms that the employee does not need for work inaccessible (for example, hide the “visa” form from the regional tourism manager).
2. Technical support on-line: by phone, ICQ, e-mail, on the forum and with the help of a consultant on the site.
3. Affordable price. The cost of a license for one workstation is from 3,200 rubles.
4. Ease of training employees to use the program.
5. Free update programs.

For ease of use, WinTour Pro has a large number of reference books, including:

• list of tour operators, suppliers, companies, hotels;
• list of countries and cities;
• list of hotels with types of accommodation, meals, room classes;
• types of tours provided: group, individual;
• tour statuses;
• obtaining the necessary documents;
• list of visas and insurance;
• information about travel, including mode of transport and class;
• list of system users;
• currencies.

The WinTour Pro interface is quite simple. Just download the program and start working!

The Bitrix24 CRM system is a comprehensive set of tools to ensure that the money and effort spent on attracting a client are not wasted.

• Automatic creation of a “lead” (or potential client) from any point of contact - telephone, e-mail, personal meeting. You won’t miss a potential client - CRM in Bitrix24 automatically assigns a task to the manager even for missed calls.
• Calling clients on mobile or landlines from CRM without interruption daily tasks. IP telephony in Bitrix24 is already configured and is cheaper than most similar services. All incoming and outgoing telephone conversations are recorded and saved in the client card.
• Information on each client is always at hand: correspondence, ordered tours, notes and client preferences. With such capabilities, you can select tours for the client, anticipating the desires. It's just a pleasure to do business with you!
• Working with CRM is very convenient for the tourism industry: it reminds managers to call the client, warn about discounts and promotions, send documents or an invoice, book a hotel or excursion.
• If the manager quits, you can easily transfer the client to another employee - after all, he has all the information for the job, and you can connect at any stage of sales.

The current level of development of the tourism industry and fierce competition in this area attach particular importance information systems travel companies. Functionality These systems should provide input, editing and storage of information about tours, hotels, clients, the status of applications, provide for the output of information in the form of various documents: questionnaires, vouchers, lists of tourists, descriptions of tours, hotels, calculate the cost of tours taking into account exchange rates, discounts , control payment for tours, generation of financial statements, export-import of data into other software products (Word, Excel, accounting programs) and other opportunities. These systems not only speed up the process of payments and document generation, but can also reduce the cost of services (tour package).

As is known, software(software) are computer programs and data designed to solve a certain range of problems and stored on computer media. System software is the basis of computer operation, operating system(Windows, etc.), then application software is added to it - a set of various computer programs, the choice of which depends on the specifics of the activity (text and graphic editor, programs for working with sound and image, etc.). Application software is usually divided into standard software, which can be used in most enterprises regardless of the field of activity, and special/specialized software.

Special software in the tourism industry includes complex systems for automating the activities of a travel company. Software packages “Master-Tour”, “SAMO-Tour” and “SAMO-TourAgent”, TurwinMultiPro, “Jack”, “Self-Tour”, “Tour Operator”, “Tour1”, “1C-Rarus: Travel Agency”.

The main functionality of the listed programs comes down to the formation and implementation of the tour, namely:

* implementation of various operations for working with data;

* optimization and automation of tourism enterprise management, taking into account control of the sales process, changes in market conditions, etc.;

* formation of various tourist programs: group or individual, in one or several countries;

* determination of the procedure for calculating the tour;

* prompt processing of orders;

* automatic completion of tour packages and formation of price lists;

* creation of reference books on any segment of the tourism product;

* control of flight and hotel loads taking into account seat quotas;

Standard software includes office software packages, as well as computer systems, allowing you to automate the internal activities of any enterprise. For a travel company, these systems allow you to maintain reference databases for clients, partners, hotels, transport, embassies, as well as keep records of tours and payments, accept orders and work with clients, generate output documents, ensure the generation of accounting reports and import-export data into specialized accounting programs, such as 1C, etc.

Over time, automation requirements business processes grow. And if the task was once set of automating individual areas of work of departments, which led to the presence of a large number of disparate software products, then now the main question is organization integrated system operational management. It is this approach that allows us to most effectively solve the automation problem.

Documents are the main ones informational resources For any organization, not only in the field of tourism, working with them requires proper organization. Documents provide information support for making management decisions at all levels and accompany all business processes. Document flow is a continuous process of movement of documents, objectively reflecting the activities of the organization and allowing it to be managed quickly. Mountains of waste paper, a lengthy search for the required document, losses, duplicates, delays in sending and receiving, and personnel errors are not a complete list of problems that arise when document flow is ineffective. All this can greatly slow down, and in exceptional cases, completely paralyze the work of the organization.

Effective document flow is an essential component of effective management in the tourism industry. Document flow is extremely important for the proper organization of financial and management accounting.

Systems electronic document management(control systems electronic documents) form a new generation of enterprise automation systems. The main objects of automation in such systems are documents (in their broadest sense, from conventional paper to electronic ones of any format and structure) and business processes, representing both the movement of documents and their processing. This approach to enterprise automation is both constructive and universal, providing automation of document flow and all business processes of an enterprise within the framework of a single concept and a single software toolkit. EDS can be classified according to several criteria (Fig. 1).

There are a huge number of end-use document automation applications. Here are some examples:

registration of correspondence (incoming, outgoing);

electronic archive of documents;

coordination and approval of operational regulations;

control over the execution of documents and instructions;

automation of the contractual process;

book library management (bookmanagement);

library of regulations of management procedures;

travel arrangements;

organization of an internal information portal of the enterprise and its divisions;

system for monitoring the implementation of job descriptions.

Figure 1. Classification of EDMS

Every day, the head of a travel agency is forced to keep a lot of information in his head - instructions, current affairs, development tasks, numbers for the main business indicators , customer statuses in the sales funnel, plans, facts, ratios...

The tourism market is an ultra-competitive story and any mistake, any wrong decision usually hits our business very hard. And in some kind moment we all ask ourselves a logical question: “is all this possible? somehow automate?"

TurMarketing experts conducted a study especially for TRN to understand how and what modern technologies help travel agency owners get the most out of their business, automate everyday processes, and ultimately achieve a competitive advantage. We present to your attention the results of this work.

“We talked with the heads of 12 travel agencies from our test group and interviewed just over a hundred managers from among our clients (THANK YOU to everyone who participated in the study).

As a result, we were able to identify 7 ultimate tools that facilitate / automate everyday turnover and allow you to concentrate on sales and agency management.

CRM

Task: control of applications “in progress” + maintaining a client base.

Sales are the main activity of a travel agency. It is she who ultimately determines how much money will be earned. Therefore, the choice of a tool for its automation must be approached with the utmost seriousness.

There are two types of CRMs: “Cloud” and “Local”.

Cloud systems operate and store data on servers on the Internet, and are accessed using a login and password on the CRM website.

Typically, cloud CRMs are not purchased, but are rented. For a small monthly fee, the agency gets access to all the functions of the system. As a rule, the capabilities of a cloud CRM are limited by the functionality initially included in them by the developers (of course, updates are released periodically and the functionality is expanded, but this process is practically not controlled by the system users).

The main advantage of cloud CRM - relative cheapness and “works out of the box”.

Main disadvantage - inability to completely customize the system for yourself.

Local CRMs are installed on the agency's own server. They can be accessed either through local network, or through gateways to which remote offices connect via the Internet.

As a rule, local CRMs are purchased once and for all (and therefore are relatively expensive). Periodic “additional payments” are possible - when the next major versions and updates are released.

The main advantage of local CRM - the ability to expand the initially built-in functionality (you hire programmers who “finish” the system for you - add new functions, write custom reports and procedures).

Main disadvantage - price.

If the agency clearly knows what it wants from a CRM, what specific functionality is needed and how exactly it should be implemented + there is an opportunity to hire programmers to “finish it”, you should take a local CRM.

The undisputed leader in the local CRM market - "SAMO-travel agent" .

If the agency is small and does not have strict requirements for CRM (or is not ready to invest in the purchase / modification of a local solution), it is necessary to use cloud CRM.

We constantly monitor the cloud CRM market, regularly communicating with our travel agent clients, and together we choose “the lesser and most functional of evils.” On this moment the best cloud solution- This U-ON .travel.

What we like most about U-ON is that it provides all the functionality a regular agency needs + gives access to a couple of incredibly cool little things: it has integration with the Qui-Quo tour selection system and with the MailChimp email newsletter service (about see why this is great and why the agency needs it - below).

Task: automatic receipt of feedback from agency clients.

Has this ever happened to you?: The client bought a tour, everything seemed to go fine - when he returned, the manager called him and made sure that he liked everything, but you never saw this tourist again... And then we found out that he was now flying with another TA.

If a client doesn’t like something about a manager’s work, he rarely speaks about it directly (especially to the manager himself). As a result, the agency loses clients without understanding what it is doing wrong.

And during the season, a good agency works with so many applications that there is simply not enough time to collect reviews (especially text ones).

Questionnaire is a service that itself (in automatic mode) will collect feedback for you, evaluate the quality of services provided to the client and analyze the reasons for dissatisfaction.

It all works extremely simply: you create a questionnaire in the service, and when the client returns from the tour, send him an email with a link to it (if you have email marketing set up, this also happens automatically). PROFIT!

This is what I wrote about the Questionnaire travel agency directorAlexey (Moscow):

“The questionnaire was a real discovery for me. Clients willingly write things on the website that they would never say to managers in person. The questionnaire is interactive, so the reviews are detailed and of high quality. Negative ones show us where we messed up.

Then there is no shame in posting positive ones on your website or social networks. The coolest thing is that it works by itself. We have set up answering letter with a link to the questionnaire. Now reviews come on their own. And there are more of them."

Bonus from TurMarketing : ready-made template “Feedback questionnaire for travel agency clients” (follow the link you will find ready-made template questionnaires, which include all the questions that need to be asked to the client in order to receive detailed feedback).

Task: one-time (sales promotion + database reactivation) and automatic (work with refuseniks + post-sales service) email newsletters.

Advanced agencies have been using email marketing for a long time.

Newsletters solve a bunch of problems - they allow you to build relationships with tourists outside the context of “buying and selling a tour”, encourage subscribers to leave requests, return “refusers” to the agency, put the squeeze on doubting clients and generally make sales more predictable.

For some agencies (with a strong client base), email marketing (emm) is generally main tool receiving applications. What’s important is that emm is practically a free story.

The best service for email newsletters is Mailchimp. We use it ourselves, our newsletter has been running on it for almost 5 years (7000+ subscribers, open rate 40%+). Travel agents love him too.

There are many advantages: stable deliverability (99–100%), high trust rating (no getting into spam), flexible setup automatic series letters, convenient personal account with detailed statistics and analytics, low cost.

Task: creating selling selections of tours...in two clicks.

There are now several solutions on the market that help partially automate the creation of tour selections. The undisputed No. 1 among them is Qui-Quo. Both we and many travel agents are in love with this system.

Why exactly Qui-Quo ?

First, Qui-Quo is the system that first brought Russian market the idea of ​​automation when creating collections (yes, if you don’t know, that’s exactly what they were).

Secondly, unlike other similar projects, for the guys that Qui-Quo created, it is the main (not a side) project.

Thirdly, it is the only company that works closely with travel agents to design innovations and does everything to create the best, most convenient and uncompromising solution on the market.

Just a few clicks, and the client receives a beautifully designed selection of tours. The process is automated as much as possible. The time spent by the manager on creating a selection and sending it is minimal. And it all works right in the browser.

Email, sms, vibers, whatsapp, messages on social networks, printing in the office... You can use the communication channel that is convenient for you and your clients.

On the client side, it all looks great (regardless of what device the client will be using to view the collection).

Qui-Quo also allows you to track the activity of tourists based on sent collections: you see whether the client opened the selection at all, which hotels and how many times he clicked.

In Qui-Quo templates you will find special texts of squeeze letters that our travel agency clients use. Use them when sending selections to your clients - you can “put the squeeze” on doubting tourists.

KPI nickname in excel

Task: calculating and setting a correct agency sales plan, tracking its implementation + monitoring other key indicators.

Typically, in automated businesses, the CRM / ERP system is responsible for calculating the plan (for sales and not only) and tracking the fact of its implementation. But it so happened that there are no systems on the travel market that can do this “out of the box.”

In general, the first step to monitoring any process is measuring its key indicators. And the sales process is no exception.

Any manager wants to have full control over his business and understand what is working as it should and what is not.

Therefore, TurMarketing has developed a special Excel file that automatically calculates the sales plan, cuts it into managers, tracks applications received by the agency and the fact of sales, and even helps calculate the salary of each selling employee.

Use it to always keep your finger on the pulse of your business and take corrective actions in a timely manner.

Video instructions showing how to use it -

Task: forecasting changes in exchange rates.

It is foolish to deny that the travel business is an industry that is damn dependent on changes in exchange rates. On large sales volumes, even a small change in the exchange rate in real time redefines the agency’s margin.

Opinion (financial director of a large regional chain of travel agencies):

“The exchange rate difference is a thing in itself. You can win on it, but you can also lose. Sberometer- a service from Sberbank that surprisingly accurately predicts rates for the next day. I always say this to our managers: “Don’t know when is the best time to book a tour? See Sberometer."

Let us add: use the service data at your own peril and risk - fluctuations in exchange rates, like the weather, are simply impossible to predict with absolute certainty, but it is easy to understand whether it is worth insuring yourself by taking an umbrella with you.

Task: secure password storage.

How many passwords should a travel agency director remember? Let's count together: personal and corporate email, client-bank, personal accounts on tour operator websites, access to a cloud CRM system, site admin, corporate accounts on social networks, access to an email newsletter service... This list can be continued for a long time.

Few people are able to remember several dozen “correct” ones. complex passwords, without getting confused in them, so usually the password is the same everywhere: something like “nastya1985”. Managers often know this password, because they periodically use the above services.

Is it necessary to talk about how vulnerable the information (client base, list of client emails, data on the agency website, etc.) on which the agency depends becomes in this case?