Enkay CRM for travel agencies and tour operators

A travel agency in Ahmedabad gets an enquiry on WhatsApp in September: family of five, Kerala, eight nights over Christmas, "good hotels but not too costly". The agent sends a quote. The family asks to swap Munnar for Thekkady. Then to add a houseboat night. Then whether Goa would be cheaper. By the time they are ready to pay, it is late November, the good houseboats are gone and nobody at the agency can remember which version the family agreed to.

Travel is a trade where the quotation is the product. Every customer wants theirs changed, and every change has to be priced, sent and chased. Enkay CRM, built by Enkay Technologies, handles the enquiry-to-advance part of that cycle well. It is not a booking engine, and we will say exactly where it stops.

The enquiry: destination, dates, pax and budget

Travel enquiries arrive through WhatsApp, phone, your website form, JustDial, walk-ins and referrals from past travellers. JustDial and the website form push leads in on their own. WhatsApp and phone enquiries are added by hand; Enkay CRM does not capture WhatsApp messages automatically.

What matters is getting the brief down in a shape that the person quoting can use. In the requirement field:

• Destination, and any places they definitely want or definitely do not
• Travel dates, and how flexible they are
• Number of adults and children, with children's ages
• Hotel category, meal plan, budget per person or total
• Flights included or not; departure city

Set the value to the expected package price. For a family of five on an eight-night domestic trip, that might be ₹1.8 lakh; the pipeline then shows how much trip value is waiting on each stage.

First call and qualification

A lot of travel enquiries are people pricing a trip they will never take. The first call sorts them. Move serious travellers to Qualified once dates and budget are real. Those who are "just checking" stay in Contacted with a follow-up set a few weeks out, rather than being deleted. Plenty of them come back when the school holidays are announced.

If you have more than one agent, assign each lead. Agents without the "see every lead" permission see only their own and unassigned leads, so two people do not quote the same family.

The itinerary quotation

Enkay CRM's quotations are GST quotations built from line items. For a package, that means one line per component — "Day 1–3: Munnar, 3N deluxe room, breakfast", "Day 4–5: Thekkady, 2N", "Houseboat, 1N, Alleppey", "Innova for 8 days with driver" — or a single package line with the full description, depending on how much of your costing you want to show.

Send it on WhatsApp through the share link. The customer opens it on their phone and can accept or decline online. The quotation stage then does two useful things on its own:

• When the customer opens the quotation, a follow-up task appears. For travel, this is the moment they are discussing it with the family — call then, not two days later.
• When a sent quotation is about to lapse, another task appears. Travel prices move, and a quote valid for seven days should get one last call before it expires.

Revisions

This is where travel differs most from other trades. Every change — swap a city, upgrade a hotel, add a night — is a revision of the same quotation, not a fresh one. Earlier versions stay on the lead, so when the family says "go back to the one with the houseboat", you can. Keep the lead in Negotiation while revisions go back and forth, and write the reason for each change in the notes.

The discount on a quotation handles the last round, when the customer says a competitor is ₹8,000 cheaper.

Booking advance and after

When the customer confirms, move the lead to Won, convert them into a customer, and raise a GST invoice from the accepted quotation. The invoice carries a UPI payment link, so the advance can be paid while you are still on the phone. Record the advance and later the balance as payments; the money-owed-by-age report shows which departures still have money outstanding.

Then book the trip in your usual systems. The GST treatment of tour packages has its own rules, so check the invoice setup with your accountant; our note on GST invoice rules for small businesses is a starting point, not tax advice.

After the trip, a past traveller is your cheapest next enquiry. Tag customers by destination or type ("family", "honeymoon", "corporate") so that when you plan a group departure, you know whom to call.

Which pipeline stages you'll use

What Enkay CRM does not do for travel agencies

• No booking engine: no flight, hotel or bus inventory, no GDS, no live fares, no tickets or vouchers.
• No supplier management: hotel and transporter payments, supplier confirmations and costing sheets stay outside.
• No designed itinerary brochure; quotations are itemised GST documents.
• No passport, visa or traveller document storage.
• No customer reminders by SMS, email or automatic WhatsApp; follow-ups are shown to your staff inside the app.

See pricing for which of these features are on the Free and Business plans.

Frequently asked questions

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