Every once in a while, I meet a travel industry professional who is under the impression that investing in innovative technology isn’t worth the investment.
As someone who works in the field of travel technology on a daily basis, we respectfully disagree with this viewpoint. It has been clearly apparent to us for a very long time that technology is essential for any travel and tourism business.
In this article, we’ll explain why we feel this way and what consequences you might face if you choose to ignore technology.
What does this thing called technology really mean?
In order to come to a conclusion, we must first agree upon a definition of “technology” to ensure that you and I are referring to the same thing when we use the term.
Wikipedia defines technology as follows “Technology is the application of knowledge for achieving practical goals in a reproducible way. The word technology can also mean the products resulting from such efforts, including both tangible tools such as machines, and intangible ones such as software.”
Simplified, technology is the application of scientific knowledge for the purpose of achieving measurable, repeatable outcomes.
What would the objectives of a travel agency be?
I think we can both agree that the following are among the most important aims of any travel agency in the world:
- Boost earnings
- Maximize profits.
- Maximize the profit from each customer for as long as possible.
- Boost customer retention rates.
The question that naturally follows is, “How is this possible?”
The above goals can be accomplished by a travel agency through the implementation of specific strategies, some of which include:
- Make a product catalog that will attract customers.
- Set up and maintain a number of channels of communication with their clientele
- Recognize and Anticipate the Needs of Their Customers
- They may even have to alter existing stock to suit individual orders.
- Sales process monitoring, from initial interest to final purchase
And there are plenty more tasks that necessitate coordinating efforts across divisions such as marketing, sales, customer service, and ticketing for travelers.
The obvious follow-up question is, “How do we do all these activities effectively?” It is unclear how we would even begin to quantify and measure all of these events.
That’s where technology comes in
It is nearly impossible to accomplish all of these actions using conventional methods, and even if you did, it would not scale.
All of the previously mentioned objectives are within our reach, and with the help of modern technology, we can also learn a ton about our customers’ purchasing behaviors and other interactions with our brand throughout the entire sales funnel.
Intelligent decisions can be made really quickly by technology
Using cutting-edge technology, we can log a massive amount of data that the software could later use to make better decisions and suggestions for you and your customers, from the moment you approach the customer via any of the communication channels, such as email or WhatsApp, to the end of the funnel with a successful purchase.
Without the aid of technology, it would be impossible to obtain data like the following:
- Initial attempt at contacting client
- Has the client replied?
- How long did it take before we heard back after making contact?
- How long did it take from the time we heard back until the time client made the purchase?
- How long did it take from the time we made contact until the client made the purchase?
- When do we typically have the highest levels of response?
- What day of the week has the highest conversion rates?
- In a given time frame, what products have proven to be the most popular?
- How much do people typically spend?
- What is the typical cost per transaction?
- How much is the highest purchase?
- Which countries or regions of origin rank highest?
- What are the typical booking values for these most popular origins?
This list could continue indefinitely.
The real beauty of Technology
It will not stop at simply collecting the information; rather, we can instruct the technology to learn from it and make good decisions on our behalf in favor of the customer. This could result in better prices, better products being suggested, and so on.
Therefore, when we get a new customer, they will see certain products that we recommend, they might be greeted with a special message, and an additional discount coupon would be a wonderful gesture as a thank you for their business.
It is possible that we could make it so that this coupon is only redeemable by customers who are already signed up for our website or app; by doing so, we could encourage customers to sign up for either service.
In the future, we will be able to monitor the usage of this particular coupon from a thousand different perspectives.
It doesn’t stop there
All of the things discussed above were merely one facet of the business, and that facet was communication with customers. What about real-time inventory? What should we think about real-time price management? What about upselling and suggesting interesting products? What about getting people to pay?
The list keeps going on and on
Technology-essential or luxury for travel agencies?
After looking at how technology is used in gathering information, customer interaction, sales, and marketing, it becomes clear that technology is key to any successful travel agency.
Traditional travel agency management methods are insufficient and risk becoming obsolete in a competitive market. The question is not whether to invest in technology, but how quickly and thoroughly one can use it to make smart decisions. Technology affects every aspect of the business, from inventory management to traveler customization. It helps agencies adapt, evolve, and thrive in a changing market.
As the world becomes increasingly connected travelers expect instantaneous seamless, and personalized services. A solid technological infrastructure is needed to meet these high expectations. For travel business owners still debating technology’s role, the answer is clear: It’s here now. Ignoring it puts obsolescence and stagnation ahead of growth.
Technology can boost your travel agency, whether you’re a beginner or an expert. It makes processes scalable, strategies effective, and customer relations great. In this age of data as the new oil, ignoring technology means losing money, and no business can afford that.
To answer the question at the beginning of this article, technology is essential for any travel agency in the digital age. Technology is essential if you want to maximize profits, retain customers, and lead your industry.