InnoSoft
roen
Case study · 2025

Travel agency CRM: from customer request to issued ticket

Requests came in from the website, calls went through another app, quotes went out by email, sales lived in spreadsheets and agent performance wasn't measured anywhere. We built a custom CRM that brings it all into one place: the agent receives the request, calls the customer, searches flights in Sabre and Amadeus, sends the quote, takes payment and issues the ticket — without leaving the app.

crm.innosoft.md
Client
Business & first class ticket agency
Project type
Custom-built CRM platform
Our role
Design, development, external integrations
Status
Live · ongoing development
TechnologiesLaravelVue.jsMySQLMongoDBGDSVoIPWhatsApp
The challenge01

The agency wanted one system where an agent can work all day — from the request received on the website to the ticket issued and the commission calculated.

The solution02

A complete CRM where all of the agency's work takes place. Requests arrive automatically from the website and are assigned to agents by order and priority. Everything that follows — search, quote, call, negotiation, payment, ticket — happens in the same web application.

The result03

An agent spends the day in a single application: receiving requests, calling, searching flights, quoting, selling and issuing tickets.

The outcome

The agency runs entirely on this system.

Management sees in real time what every employee and every office delivers — from the same data the agents work with, not from a report put together separately.

2
Global reservation systems connected: Sabre and Amadeus
1
Application where the agent works all day
0
Calls or messages that go unrecorded
Live
Every agent's and office's performance, in real time
The context

A process simple on paper, hard to manage every day.

The client sells business and first class airline tickets. On paper, the process is simple: a flight request comes in from the website, an agent picks it up, searches the options, sends quotes, negotiates on the phone, takes payment and issues the ticket. It happens dozens of times a day, with dozens of agents, across several offices.

Yet every step happened in a different tool: bookings in one system, calls in another, quotes over email, sales in spreadsheets — and agent performance wasn't tracked at all. The agency needed one system that could hold everything.

  • Bookings in one app, phone calls in another, quotes over email
  • Sales kept in spreadsheets, updated by hand
  • Agent performance unmeasured, and therefore invisible
  • “I spoke to the customer, but it isn't written down anywhere”
The search engine behind the CRMSabre-integrated flight search engineApprovals, automated laterApproval Engine — quality control in the CRM
What we built

The central system of the entire agency.

Request from the site
CRM · the agent's workspace
Ticket issued

One path, one screen. Everything that happens along the way stays attached to the request: calls, messages, quotes, payments.

What the system includes

From request to ticket, in one flow

Flight requests arrive automatically from the company's websites and are assigned to agents by order and priority. The agent picks up the request, prepares and sends the quote, negotiates, then records the sale: passengers, payment method, payment received, invoice, ticket issued.

Flight search right inside the CRM

The system is connected to the Sabre and Amadeus global reservation systems. The agent sees public fares and the agency's negotiated fares in the same list, with the real commission shown on every option — without opening another app.

Phone and WhatsApp in the CRM

Agents call customers straight from the app. Every call — duration, recording, outcome — is saved automatically to the customer's request. So are WhatsApp conversations, assigned automatically to the right agent. No conversation with a customer goes unrecorded.

Team management

Management sees the performance of every agent and every team: sales, profit, conversion rate. The system includes automatic call lists, targets and leaderboards, plus the administrative side: leave requests, penalties, work schedules, activity history.

Quality control

An agent can't close a sales opportunity without a manager's approval, and the manager checks that the work was actually done: calls made, quotes sent, follow-ups with the customer. The approval flow runs inside the CRM and was later automated as a separate project.

Support and after-sales

Support requests, booking changes, credits issued to customers, refunds — everything that happens after the sale stays in the same system.

Why it's hard

Not one complicated feature, but everything, connected.

The problem

A request from the website has to reach the right agent, who calls the customer, searches flights in two different reservation systems, sends the quote, takes payment through several methods and issues the ticket. Each step relies on a different external system, with its own rules.

How we solved it

The CRM connects them all and turns them into a single process. The agent works on one screen, while the system talks to everything else in the background.

Is your company working across disconnected tools?

We bring them together in one system built around your processes — and finally measure what's really happening in your business.

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