Software for travel agencies - booking system in tourism
Thulium is modern software for travel agencies that combines a hotline, IVR, chat, email, social media, and CRM into one organized process.
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Travel agencies
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Hotels
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Coach transport
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Booking platforms
Challenges in the tourism industry
In tourism, a single missed call often means a lost booking. Thulium streamlines query handling, automates follow-ups with customers, and speeds up communication from the first contact to booking finalisation. Effectively manage seasonality and demand fluctuations, ensuring smooth service even during peak periods with a surge in bookings. The platform facilitates the implementation of truly multichannel customer service, integrating phone, email, chat, and social media into a single dashboard, giving tourists the freedom to choose their contact method while providing consultants with the full context of the conversation.
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Hotline IVR
It doesn't matter whether the customer has just booked a trip, is comparing offers, or needs information before departure — in the travel industry, the phone remains one of the most important contact channels. Software for travel agencies organizes both incoming and outgoing traffic for you, ensuring that sales and service run as smoothly as possible.
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A platform for managing bookings in one place
Selling tours online does not operate like typical e-commerce. Customers send inquiries, ask about availability, request details, and submit booking forms — all of which requires a clear handling process.
The ticketing system at Thulium:
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organises inquiries from forms and emails,
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improves FCR (First Contact Resolution) and booking speed.
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podnosi poziom FCR (First Contact Resolution) i szybkość rezerwacji
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All customer conversations in one place
In Thulium (call centre and ticketing for travel agencies), all communication with the customer is consolidated into a single view — from email, forms, WhatsApp, and Instagram. When a customer returns with a question about availability or changes to their booking, the consultant has the complete history of discussions at their fingertips.
The result? Less starting from scratch, quicker responses, and efficient case resolution.
Call centre for travel agencies and hotels
Handling travel inquiries in one system
Thulium integrates contact from phone, email, chat, forms, and social media into one panel, ensuring that no inquiry is lost during the season. It provides real support for call centres in the travel agency and hotel industry: the consultant sees the context of the conversation regardless of the channel and guides the customer to booking more quickly. The solution complements booking systems in tourism well, as it organizes communication "around" the booking.
Support for booking systems in tourism
Thulium supports the hotline and call centre for travel agencies and hotels, organizing the handling of travel inquiries from phone, email, chat, and forms. Each inquiry receives a status and an owner, and the team can view the contact history on a single client card. This speeds up call-backs and finalising bookings, and complements the processes typically handled by booking systems in tourism.
Quick call-backs and shorter response times to inquiries
Thulium displays the client card and contact history, so the agent immediately sees the arrangements (date, destination, hotel standard, change conditions). This allows for quicker call-backs without repeating questions, and the service remains consistent from the first inquiry to booking changes. In practice, it functions like a CRM for tourism / CRM for travel agencies – with an emphasis on response speed and continuity of conversations.
Click2Contact in the travel industry
Is a potential client spending a long time browsing a single offer on the site? Engage them with proactive chat or offer to call them back.
Click2Contact:
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increases conversion rates on offer pages,
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engages undecided users,
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works excellently on 'Last Minute' subpages and with premium offers.
Click2Contact is a tool that can boost sales by up to 20%, especially for more expensive and exotic destinations.
CRM tourism
Travel agencies typically offer a wide range of services (from flights to tours and accommodation), and the communication between the client and the travel agency is often complex.
Thulium as a CRM for travel agencies:
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allows customization of fields to fit the specifics of the offerings,
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provides the advisor with the full context of the conversation along with the communication history,
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makes it easier to personalize offers and follow-ups.
As a result, service is faster, more professional, and positively rated by clients.
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Why does the travel industry choose Thulium?
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See how Thulium works in the tourism industry
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"For Fly.pl, it's important that customers feel cared for from the very first contact. Thulium made this possible by intelligently queuing calls and routing them to the most qualified agents. The ticketing system streamlines our email communications, ensuring continuity of correspondence regardless of the number of inboxes used. This saves time for us and, most importantly, for our customers."
Anna Wielgus, Call Center Director at Fly.pl
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FAQ - frequently asked questions about the reservation software
How does Thulium support the sale of Last Minute offers and premium trips?
Thulium uses Click2Contact: when a customer views an offer on the website for a long time, the system can launch a chat or propose a quick call-back. This helps to close sales at the moment the customer needs an answer "here and now" — especially in tourism.
How does Thulium handle seasonal peaks in travel agencies and hotels?
Flexible IVR and pre-categorization direct traffic to the right topics (e.g., new booking vs. change before departure). Additionally, ticketing organizes inquiries from emails and forms, assigns statuses, and assigns an owner. Thanks to this, the call center for the travel agency industry and hotels operates stably even during the peak season.
Does the consultant see the full history of customer agreements?
Yes. Thulium works like a CRM for tourism (and CRM for a travel agency) — the contact history and agreements are visible on a single customer card: destination, date, budget, hotel standard, or change/cancellation terms. This shortens the conversation and improves the customer experience.
Is it possible to speed up inquiry handling without hiring new agents?
Yes. The AI Assistant supports agents in repetitive tasks: summarizing conversations, suggesting answers, and helping with translations. Thanks to this, the team handles more cases faster, and the response time to inquiries decreases.
How quickly can you respond to an email inquiry about an offer?
Instead of "drowning" in the inbox, Thulium converts emails and forms into tickets with an owner, priority, and status. This makes it easier to monitor SLAs and close cases faster — especially when you handle a large volume of inquiries during the season.
How to combine phone, email, chat, and WhatsApp in one customer card?
Thulium operates in an omnichannel model: messages and conversations from various channels are visible in one customer thread. The consultant sees the contact history and agreements (date, destination, booking, change), which reduces repetitions and speeds up call-backs. In practice, this is a CRM for tourism.
How does Thulium support "reservation systems in tourism" if the company already has its own reservation system?
Thulium does not have to replace the booking engine — it supplements reservation systems in tourism with a service layer: it collects inquiries, assigns them to agents, manages statuses and contact history, and monitors follow-ups. Thanks to this, communication "around the booking" is organized.
What helps to manage chaos during the holiday season in a travel agency or hotel call center?
Two elements: IVR (directing by topics) and ticketing (converting emails/forms/inquiries into organized cases). Every inquiry has an owner and a status, so the team knows what is urgent (e.g., a change before departure) and what is sales-related (e.g., a new booking).
How does Click2Contact increase sales on offer pages?
Click2Contact reacts to user behavior: when a customer analyzes an offer for a long time (e.g., exotic, premium, or Last Minute), the system proposes a chat or a call-back. This shortens the time to contact and helps to close the purchase decision during the visit to the website.
How to automatically monitor the quality of calls in a travel agency or hotel call center?
AI Voice Analytics analyzes call transcripts: it detects key topics, evaluates sentiment, and can support standard control (e.g., whether the agent offered insurance or an additional service). This makes it easier to quickly spot problems and improve quality without manually listening to recordings.