A CRM for travel agencies: request, offer, payment and documents in one traveller card.
In an agency every sale is a chat, three to five tour options, a booking with the tour operator, a deposit, a balance payment, a voucher and tickets. When this lives in managers' phones, leads get lost and the client base walks out with people. We set up a CRM where the whole path is visible by stage and the traveller's next trip is planned in advance.
Selling a tour takes longer than it seems: from the first message “how much is Turkey in June” to departure can be anything from a few days to six months. Along the way the traveller gets an offer, thinks, talks to the family, books, pays a deposit, pays the balance, receives documents. Every step is a chance to lose the client if a manager forgot to call back or missed a message in Direct.
A CRM for a travel agency brings all channels — WhatsApp, Instagram, website, phone — into one pipeline and moves the request through stages. The traveller card shows which offer was sent, which booking with which tour operator, how much is paid and what remains, which documents were issued. The owner sees conversion by manager and channel, not just the monthly total.
Repeat sales are a separate topic. The CRM remembers who travelled when, with whom, in which hotel, when the passport expires, and sets a task for the manager 2–3 months before the season. This is the agency's cheapest sale. We implement amoCRM or Bitrix24, and if needed the specialised U-ON.Travel or a custom system.
What we set up in a travel agency CRM.
WhatsApp Business API, Instagram Direct, website forms, telephony. The request appears in the CRM with its source, and the manager replies from the CRM.
New request, selection, offer sent, booking, deposit, full payment, documents issued, traveller on the trip, returned.
Message templates with tour options, installment terms and package contents — the manager sends an offer in minutes, not half an hour.
Deposits and balance payments per booking, Kaspi Pay links from the card, control of tour operator payment deadlines and tasks when overdue.
Voucher, tickets, insurance and contract in the traveller card, sent automatically on WhatsApp before departure.
Tasks 2–3 months before last year's season, birthday greetings, passport expiry reminders, early booking broadcasts by segment.
A message after return with a rating and a link to review on 2GIS and Google, negative feedback goes straight to the owner.
Conversion by manager, channel and destination, average order value, commission, cost per paid tour from ads.
Pipelines and automations.
- “Tour sale” pipeline: request → offer → booking → payment → documents → departure
- “Umrah and group tours” pipeline: group sign-up → documents → payment → departure
- “Repeat sales” pipeline: returned → review → next season
- Automatic lead distribution by manager and destination
- A task for the manager if a request has no reply for 10 minutes
- Payment deadline reminders for the tour operator and the traveller
- Documents and a travel guide sent 3 days before departure
- End-to-end analytics from ad to paid tour
amoCRM, Bitrix24 or a specialised travel CRM.
amoCRM launches quickly, is convenient for chat-based sales and works well with WhatsApp and Instagram. It suits an agency with up to 10–15 managers where reply speed and offers matter most.
Bitrix24 offers more for documents, tasks and multiple offices, but is harder to set up and learn.
Specialised systems for travel agencies such as U-ON.Travel know about tour operators, bookings and tour contracts out of the box, but are weaker in messengers and ad analytics. Sometimes the right move is to connect a travel CRM for bookings with amoCRM for sales.
A custom CRM — from ₸1,500,000, when you are a tour operator with an agency portal, group programmes and non-standard quota logic. We help you choose before you buy licences.
How implementation works in an agency.
- Audit — 2–3 days: we read chats, see how managers build offers and where they keep bookings, and count lost leads.
- Setup — 1–2 weeks: pipelines, fields for destination, dates, group size and budget, offer templates, WhatsApp and Instagram connection.
- Payments and documents — Kaspi Pay links, balance control, voucher storage and automatic sending before departure.
- Base migration — travellers from Excel and phones, trip history, segments for repeat sales.
- Training and support — managers and the owner, the first week together, then support on request.
What affects the implementation price.
Basic amoCRM or Bitrix24 implementation for an agency: pipelines, WhatsApp and Instagram, offer templates, training — ₸350,000–₸600,000, 2–3 weeks. With telephony, Kaspi Pay payments, documents, base migration, repeat sales and end-to-end analytics — ₸600,000–₸1,000,000, 4–6 weeks. A custom CRM for a tour operator — from ₸1,500,000.
CRM and WhatsApp Business API licences are paid to vendors separately. Base prices and options are on the CRM and automation page.
The short version.
How much does a CRM for a travel agency cost?
Basic implementation is ₸350,000–₸600,000, with integrations, payments and repeat sales ₸600,000–₸1,000,000, a custom system for a tour operator from ₸1,500,000. CRM licences are paid separately.
Can we reply on WhatsApp and Instagram right from the CRM?
Yes, through the official WhatsApp Business API and the Instagram integration. Conversations are saved in the traveller card and do not disappear if a manager changes phones or leaves.
Will the CRM connect to tour operator portals?
It depends on the tour operator: with an API we pull booking statuses, otherwise the manager enters the booking number and amount manually and the CRM watches payment deadlines.
How long does implementation take?
Basic — 2–3 weeks, with integrations and base migration — 4–6 weeks. It is better to implement outside the sales peak, for example at the end of the early booking season.
How does a CRM help with repeat sales?
It stores trip history and sets tasks itself: 2–3 months before last year's season, for birthdays, when a passport is about to expire. More on channels — targeted ads for travel agencies.
Same service for other industries
Want to bring order to your leads? Describe how your managers work now.
Tell us how many managers and leads per month you have, where you keep your client base and which channels matter most. We will reply with a pipeline scheme and estimate within 1–2 business days.