CRM

Customer Relationship Management

Redefining Passenger Engagement and Operations

cruisePAL’s CRM module is specifically designed for the cruise industry, offering the only integrated solution that combines CRM with the CRS module and onboard system. It enables cruise lines to manage customer loyalty programs, create personalized marketing campaigns, and gain a comprehensive 360° view of passengers throughout their journey, both onshore and onboard. Its user-friendly interface streamlines team management and enhances customer engagement while offering dynamic rewards, efficient complaint resolution, and seamless integration with other systems for optimal operational performance.

Tailored Marketing Campaigns

360° Passenger View

Team Management

Resolution Handling

Integrated CRM for Tailored Marketing Campaigns

The CRM module empowers cruise lines to create targeted marketing campaigns using real-time customer data, booking details and insights. By analyzing passenger feedback and behavior, it enables personalized promotions that enhance engagement and improve conversion rates. The user-friendly interface allows teams to quickly adapt strategies based on emerging trends, fostering deeper connections with customers and driving repeat bookings.

Enhanced Customer Retention with a 360° Passenger View

cruisePAL’s CRM module offers a holistic view of each passenger’s journey, from booking to onboard experiences and shore activities. This comprehensive perspective helps cruise lines understand customer needs and proactively engage with them. By consolidating data from various touchpoints, the CRM module enhances retention efforts, allowing cruise lines to identify churn signals and respond with tailored offers, ensuring that every passenger feels valued throughout their experience.

Elevated Team Management:

Experience a seamless user-friendly interface to conveniently manage sales teams and assignments according to region with flexible localization, with budget and quarterly targets within view to maximize efficiency. Monitor performance and KPIs integrated with Business Intelligence (BI)

Effective Resolutions Handling

Streamline workflow process for customer complaints within the customer and agents’ profile with additional functionalities to assign unique references and apply reason codes and status levels to individual records. Capture and import data on board vessels in real time, and respond to complaints immediately with targeted compensation.

Product Features

Campaign Handling and Analytics

Gain valuable insight into guest and agency demographics and keep track of marketing collaterals to further enhance the customer experience. Customize profiles and templates to streamline campaigns with multi-level view of contact history, ensure seamless management of prospective and current customers.

 

Survey Management

cruisePAL enables seamless management of online client surveys, including the administration of Net Promoter Score (NPS) survey content and the collection of customer feedback.

Questionnaire statements and feedback, along with details about customer preferences, can be imported into cruisePAL and stored within the customer profile. The CRM modules offers integrations with external NPS score systems, facilitating easy setup and creation of diverse survey styles, questionnaires, and guest ratings related to marketing programs, customer satisfaction, feedback on support services, new products, and more

Database Query Engine ​

A dynamic query tool assists with understanding the customer and provides valuable insights about guest and agency demographics. Brochure and digital marketing mailings, social media, guest communication points including pre-travel, during, and post-travel collateral and communications are all part of the life-cycle of the customizable guest and agency profiles. Pertinent information for call centres and sales personnel is available with integrated dashboards

Customizable Communication Automation Solution

Automate customer communication and enable selected business rules to schedule documents related to the client journey and utilize a built-in HTML editor for further customization with additional processing and response tracking modules. Measure the effectiveness of direct marketing activities, with contact privacy standards and compliance rules fully integrated.

Customer Note and Workflow Module

The cruisePAL Package offers customizable user interfaces and business forms (Notes) to enhance daily operations. With cruisePAL’s communication features, Notes facilitate the development of efficient business processes tailored to your specific needs. Manage workflows, set reminders, and streamline operations using Notes effectively. Additionally, these notes can be utilized to create brochure requests and newsletters, further enhancing communication and marketing efforts. The complete structure of communication forms is accessible via the cruisePAL API, allowing for easy integration into any web environment.

Dynamic Loyalty & Rewards Execution

Utilize a user-friendly interface to access a multi-program loyalty system that displays both guests and agents’ available points that are configured to calculate benefits on absolute or relative points per day/unit, events, booking history and many more.

Frequently asked questions

What makes cruisePAL's CRM module different from other CRM systems?

cruisePAL’s CRM module is specifically designed for the cruise industry, offering seamless integration with the CRS, POS and SMS modules. This integration provides cruise lines with a complete 360° view of each passenger’s journey, from booking to onboard activities and post-cruise engagement. This system helps streamline customer engagement, enhance operational efficiency, and drive customer retention through personalized experiences and marketing campaigns.

What is offered for process automation?

While even the largest campaigns can be executed directly from the desktop, the automation facilities offered by the SystemCare Scheduler allow one-off and multiple data-driven activities to be processed routinely and automatically without user intervention.

How does cruisePAL's CRM module enhance marketing campaigns for cruise lines?

The module empowers cruise lines to create tailored marketing campaigns using real-time customer data and insights. By analyzing passenger feedback and behavior, the CRM module enables personalized promotions that enhance engagement and improve conversion rates. Its user-friendly interface allows marketing teams to quickly adapt strategies based on emerging trends, fostering deeper connections with customers and driving repeat bookings.

What benefits does the 360° passenger view provide?

The 360° passenger view offered by cruisePAL’s CRM module consolidates data from various touchpoints throughout a passenger’s journey, from booking to onboard experiences and shore activities. This holistic perspective helps cruise lines understand customer needs better and engage proactively. It enhances retention efforts by identifying churn signals and allowing cruise lines to respond with tailored offers, ensuring that every passenger feels valued throughout their experience.

How does cruisePAL help with customer retention?

cruisePAL’s CRM module offers a comprehensive 360° view of each passenger, combining booking details, feedback, and behavioural data from both shore and ship activities. This holistic perspective enables cruise lines to personalize interactions, identify potential churn risks, and provide tailored offers and services that boost passenger retention. With all customer data centralized in one system, cruise lines can ensure a seamless, personalized experience for each guest.