From Excel Files to a Smoothly Operating Travel Center with GTG CRM

“Travel is about experience, but for customers to have a good experience, you need a better operational process.”

This is the sharing of Ms. Minh Nguyet, founder of GoExplore Travel – a travel center specializing in organizing Central Vietnam tours for domestic and international customers.

Starting with only 5 staff members and 3 main tours (Hoi An, Hue, Ba Na Hills), GoExplore once faced the situation of "broken schedules, forgotten customers" – a common problem for small travel companies.

“Customers message asking about tours on Facebook, and staff write it down in a notebook. The next day, someone else calls back and doesn't know if that customer has already been consulted. Every week, I spend hours cross-checking with Excel. Sometimes, just a small mistake causes an entire group to have to reschedule.”

And that’s when Ms. Nguyet decided to “truly digitize,” instead of just running ads and using chat to sell tours.

AI Landing Page – When customers are “touched” by the tour from the very first glance

Previously, GoExplore promoted tours mainly through Facebook. Many posts, beautiful photos, but customers read them and then… scrolled away, leaving no information.

With AI Landing Page in GTG CRM, Ms. Nguyet doesn’t need to hire designers or programmers.

The system has a ready-made library of Landing Page templates specifically for the tourism industry, with integrated forms to collect customer information for tour registration.

She just needs to choose a template she likes, enter a few basic details like tour name, destination, departure date, and GTG CRM will handle the rest.

GTG CRM’s AI supports:

• Writing attractive and SEO-optimized tour descriptions
• Generating illustrative images that match the theme

“In just 10 minutes, I have a complete tour introduction page – from content, images, to registration form. No design, no editing needed.”

All customer registration data is automatically fed into the CRM, allowing the sales team to call and confirm immediately without missing any customer.

As a result, in just 1 week, GoExplore’s first landing page brought in over 200 tour registrations, 5 times more than regular Facebook ad posts.

CRM – Every customer, every tour, all on one screen

Previously, GoExplore used Excel to store customer information. Each person in a column, each tour in a separate file in the spreadsheet.

Now, all customer data is managed centrally in GTG CRM, with complete information:

• Full name, phone number, email
• Interested tour and estimated departure date
• Status (new - consulting - deposit paid - completed)
• Notes from the consultant

When a customer calls, simply enter their phone number and their entire history appears: which tours they have taken, their feedback, and who their assigned staff member is.

No more "chaotic call transfers" – everything is clear.

“Once, an Australian customer called back to book another Da Nang – Hue tour. We immediately knew they had taken a Hoi An tour the previous week, liked vegetarian food, and stayed in a hotel near the river. Within minutes of consultation, they agreed.”

That is the power of CRM – turning data into personalized experiences.

Tasks – Managing work like professional tour coordination

Another big problem for GoExplore was… everyone assumed someone else was doing it.

Customers ask, no one answers because they think someone else has already responded. Customers have made a deposit but it's forgotten to be confirmed.

With Tasks in GTG CRM, Ms. Nguyet began creating tasks for each staff member:

• “Call to confirm Da Nang tour – 10 AM tomorrow”
• “Send tour contract to Ms. Mai – deadline 2 PM today”
• “Prepare guest list for tour guide Huy”

Everything is displayed on a single dashboard – who is doing what, how far along it is, and whether it's completed.

“I no longer have to message the Zalo group every morning. Just open GTG CRM and I immediately know who is doing what.”

Results: When travel is operated by data and emotion

After 2 months of implementing GTG CRM, GoExplore Travel has seen a significant transformation:

• Number of tours departing increased by 28%
• Revenue increased by 35%
• Customer return rate reached 30%
• Customer service staff saved 40% of time managing schedules and tasks

But for Ms. Nguyet, the most important thing is the feeling of “relief”:

“Now, I no longer worry about missed schedules, forgotten customers, or chaotic deadlines. I can spend more time coming up with new tour ideas – the thing I love most.”

Conclusion

The story of GoExplore Travel shows that: “Good process management is the foundation of a perfect trip.”

GTG CRM helps travel centers and agencies operate like a well-orchestrated orchestra – from attracting customers, processing information, assigning tasks, to post-tour care – all connected within a single platform.