Customer Experience Featured Article

Sri Lanka Travel Company Engages Customers with Updated CRM System

July 23, 2014

The embattled travel industry is showing signs of growth, and travel companies are investing in technology to build and support their relationships with new and existing customers. Such is the philosophy behind’s recent upgrade to its customer relationship management (CRM) system.

“Our CRM system is designed to enhance the customer experience through convenient and tailor-made services,” explained Ishani Pitawalge,’shead of customer service. “The purpose of findmyfare is to offer convenient and secure travel services to our customers; through the upgraded CRM system we are able to emphasis on these factors.”

The Sri Lanka travel company is set to take advantage of relatively strong growth in travel among Asian nations. In particular, South Asian travel markets are expected grow from $48.5 billion in 2012 to $104.0 billion in 2023, a 7.3% annual growth rate, according to the World Travel & Tourism Council.

As an online travel company, also benefits from the growing use of online bookings and sales in the travel industry. Although competition is heavy from large international travel sites as well as airline and hotel sites, e-commerce systems are attractive to potential customers because of the convenience and value added service offerings.

The updated CRM is set to help attract those customers. According to the company, the site’s visitors can make an inquiry regarding airfares and travel schedules, then emails the customer with a detailed information sheet with a link to access the CRM system. Customers can compare flight information to suit individual requirements. The flight information sheet includes the flight details and schedules as well as the taxations and discounts that are part of the package.

The updated CRM system offers new services as well. For example, the system includes the ability to request a travel agent from A customer can request a call in their preferred language or make a written inquiry regarding any flight details.

“We are excited about the new CRM integration because this is something new to Sri Lanka’s travel industry. At findmyfare we believe in being innovative in our solutions, and the local travel industry still has a lot of scope to grow and move forward,” Pitawalge said.


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