Integration of CRM with booking and customer data

Purpose

 1.1. Enable seamless synchronization of CRM with booking and customer data for real-time customer insights, efficient lead management, and personalized travel experiences in commercial airline operations.
 1.2. Provide a unified customer profile by merging data sources including booking engines, support tickets, loyalty programs, and marketing lists.
 1.3. Drive automation of notifications, customer segmentation, customer journey mapping, and trigger-based marketing actions.
 1.4. Ensure data integrity across touchpoints such as sales, support, check-in, and post-flight services.

Trigger Conditions

 2.1. New or updated booking made in reservation system.
 2.2. Modification or cancellation of existing bookings.
 2.3. New customer or traveler record created or updated in CRM.
 2.4. Receipt of customer inquiry, complaint, or feedback.
 2.5. Status change in payment, loyalty tier, or ancillary purchase.

Platform Variants

 3.1. Salesforce
  • Feature/Setting: Configure REST API endpoint for custom object sync; enable Process Builder for automation flows.
  • Example: Use “createRecord” API to insert new passenger info.

 3.2. Microsoft Dynamics 365
  • Feature/Setting: Use Data Export Service and Web API; set trigger on “Book a Flight” entity changes.
  • Example: PATCH requests to update loyalty points.

 3.3. HubSpot
  • Feature/Setting: CRM API for contacts; workflow automation to update travel segments.
  • Example: Webhooks for ticket status change to push into CRM timeline.

 3.4. Zoho CRM
  • Feature/Setting: Webhooks and API integration for leads and deals; custom modules for booking data.
  • Example: Create module “FlightsBooked” mapped to each customer.

 3.5. Amadeus Self-Service APIs
  • Feature/Setting: Pull real-time flight bookings and PNR changes; connect with CRM using schedule-triggered fetch.
  • Example: “GET /v1/booking/flight-orders”.

 3.6. Sabre APIs
  • Feature/Setting: Watch “ReservationCreateRQ”; transfer data to CRM via middleware application.
  • Example: Map reservation segments to contact custom fields.

 3.7. Oracle CX Cloud
  • Feature/Setting: Use Integration Cloud adapter; map “Customer Data” entity with airline reservation data.
  • Example: Configure “Customer 360” view refresh on booking changes.

 3.8. SendGrid
  • Feature/Setting: Email API for transactional notifications on booking confirmation, updates, or cancellations.
  • Example: POST to “/mail/send” with personalized templates.

 3.9. Twilio
  • Feature/Setting: SMS API; trigger notifications on customer mobile with flight details.
  • Example: “Messages” resource for gate change alerts.

 3.10. Intercom
  • Feature/Setting: Webhooks to capture customer inquiries; sync CRM for context-driven support.
  • Example: Incoming message event triggers customer lookup.

 3.11. Freshdesk
  • Feature/Setting: API integration to generate support tickets from booking issues automatically in CRM.
  • Example: “createTicket” endpoint used for escalated bookings.

 3.12. Pipedrive
  • Feature/Setting: Custom fields for booking codes; webhook updates on deal stages linked to booking lifecycle.
  • Example: “deals” endpoint PATCH for boarding status.

 3.13. Google Sheets
  • Feature/Setting: API connection to export booking data reports into CRM dashboards.
  • Example: “spreadsheets.values.update” for daily manifest sync.

 3.14. SAP Customer Experience
  • Feature/Setting: OData API for bidirectional sync of traveler profiles and booking info.
  • Example: POST entity “TravelBookings”.

 3.15. Zendesk
  • Feature/Setting: Webhook on new ticket or feedback; CRM mapping for unresolved booking-related cases.
  • Example: Trigger flow for customer callback post-flight.

 3.16. Marketo
  • Feature/Setting: Sync contact lists based on booking status for targeted campaigns.
  • Example: List API for “Flight Status Update” campaigns.

 3.17. Slack
  • Feature/Setting: Incoming Webhooks for team notification on high-value booking; integrate CRM notes.
  • Example: “chat.postMessage” for new VIP booking alerts.

 3.18. NetSuite
  • Feature/Setting: SuiteTalk API to sync financial info tied to booking data for CRM financial visibility.
  • Example: “add” operation for AR invoice from airline booking.

 3.19. Mailchimp
  • Feature/Setting: Audience API updates from CRM when bookings complete to send automated follow-ups.
  • Example: “lists/members” PATCH for checked-in passengers.

 3.20. Monday.com
  • Feature/Setting: API for project board automation on customer journey mapping; automate booking-related tasks.
  • Example: Mutation “change_column_value” for status.

 3.21. ActiveCampaign
  • Feature/Setting: CRM update triggers for contact engagement based on booking and travel history.
  • Example: POST “/api/3/contacts” for loyalty campaign.

 3.22. Trello
  • Feature/Setting: Power-Up automation for syncing booking tasks with account managers.
  • Example: Create card for each incoming group booking.

Benefits

 4.1. Real-time customer insight and improved accuracy for loyalty, marketing, and service operations.
 4.2. Drastic reduction in manual data entry and error rates.
 4.3. Richer customer segmentation enabling hyper-personalized communication.
 4.4. Faster response to customer needs across support, operational, and marketing teams.
 4.5. Automation of status updates, follow-ups, and targeted offers, enhancing customer lifetime value.