Traveltek has unveiled upgraded products for Hays Travel staff, after visiting 18 branches to discuss the pain points they faced with their CRM and quote tools.
Speaking at the company’s annual conference in Greece this week, Traveltek’s Chief Commercial Officer Cressida Sergeant revealed it had refreshed Hays Travel’s CRM and enquiry management system, iSell Connect, and Quote Builder, the tool used for agents to deliver quotes for customers.
During the branch visits, agents said the notes, callback functions and booking retrieval were easy to use, but the quote documentation tool was an issue and needed updating.
The updates used a mix of platform redevelopment with the use of AI as well as using the Hays staff feedback.
Talking about AI, Cressida said: “It’s great at doing repetitive tasks and there are some great tools. But they are not you; when somebody walks into your branch, you can tell when they are nervous about a particular holiday. An algorithm is never going to be able to talk to them about walking into a souk in Morocco, going on a cruise and waking up in a different destination. A robot is never going to evoke the emotion that you as retail managers can do.”
Cressida said both products had a new look with a more ‘intuitive and simple’ feel and will work together to connect customer data, communication and quote creation.
She added: “It’s now a one-stop shop for you to go into this tool and it will do everything for you. It’s been designed really simply.
“We listened to Hays Travel consultants who told us they were wasting valuable selling time by duplicating efforts across multiple systems and suppliers. The consultants told us not to change too much of the iSell platform, but that creating quotes was a real pain point, it’s manual and time consuming.”
The new Quote Builder allows agents to pull in data easier, personalise quotes with their photo and add images for the customer to see, such as hotels or cruise ships. Quotes can also be shared via a link or on WhatsApp.
The systems will be rolled out to user groups over the next few weeks before being launched into branches over coming months.
More news from the Hays conference:
Dame Irene has a ‘shopping list’ of 15 new retail locations
Hays to boost advertising on streaming platforms, including Netflix, for Peaks
Davina McCall makes surprise appearance at Hays conference in Greece
Dame Irene: AI learning is Hays Travel’s ‘single biggest step forward’
Hays Travel to host single overseas conference for retail, IG and homeworkers in 2026
