Marketing CRM

Marketing CRM is where you talk to your guests as a group: a satisfaction survey to last month’s divers, news to your returning guests, review requests after a trip. Its tabs are Dashboard, Campaigns, Segments, Templates, Arrivals, Opportunities, Tasks and Survey results.

Emails leave through the mailbox connected in Emails & WhatsApp. Connect it first.

Dashboard

At a glance: review requests sent, clicked and turned into reviews, your audience (how many guests can receive email), your campaigns (sent, scheduled, draft), open opportunities, pending and overdue tasks, your top clients by value and the latest reviews.

Send a campaign

A campaign (“send”) sends the same email to many guests. It takes three steps.

1. On Campaigns, click New send.

2. What are you sending? Give it a Name of this send (only you see it) and pick the Email to send. The wording itself lives in your email templates — Edit the wording opens it. Click Continue — who receives it.

3. Who should receive this email? Choose one:

   • Guests who dived between two dates — set Dived from and Dived until (or a shortcut such as Last month). Real dives on the roster decide;
   • A saved audience — one you built before;
   • A detailed filter — nationality, level, tags, spend…, built in the audience builder (see Segments below).

   Tick Direct guests only to leave out guests who booked through an OTA or an agent, and Only email the person who booked if you want one email per booking. Who this reaches, right now shows the real number of emails that will leave. Click Continue — check & start.

4. Last look before anything leaves. Check who gets it, what they get and how it goes out: emails leave in batches (Emails per batch, 50 by default), four times a day.

5. Click Start the send, then Yes, start the send.

Before you start

Starting a send cannot be undone, and a send can never be started twice. Consent is checked again just before each email: anyone who unsubscribes before their turn is skipped automatically.

Open a running send to follow it: sent, pending, failed and skipped recipients, with the reason on each row. Pause stops the next batches without losing anyone; Resume restarts exactly where it stopped.

Segments: reusable audiences

A segment is a saved filter of clients you can target in campaigns.

1. On Segments, click New segment.

2. Give it a Name and a Description.

3. Choose the Booking source scope: Direct only (recommended) or Any source.

4. Add your Filter rules with Add another rule, and choose how to Combine rules with: AND (all rules must match) or OR (any rule matches).

5. Click Create segment.

Editing a segment changes it for the campaigns that use it from their next send.

Templates and automations

Templates shows the message templates the CRM uses. You edit their text in Emails & WhatsApp (Edit in Communication settings).

Under Automations, switch each CRM automation — for example the Review-request after a trip — Turn on or Turn off. An active automation sends real emails to your guests: switch it on only once your review link and your mailbox are set.

Follow-up: arrivals, opportunities, tasks

• Opportunities — a sales lead to follow up, for example an upsell spotted on a future booking. Filter by status, assignee (Me only, Unassigned), type and priority, or create one manually.
• Arrivals — guests arriving in the next days who still have open opportunities: act before they are here.
• Tasks — reminders for you or your team, with their due date. Overdue tasks are flagged.

Survey results

Survey results gathers the answers to the satisfaction survey guests receive by email: number of responses, Average rating, Would recommend, an NPS-style score, the scores by criterion, the trend week by week and month by month, and the latest responses. Guests who gave 1 star are listed at the top: reach out to them personally, then mark them handled.

The full answer of each guest is on their client file, CRM / Marketing tab — see Clients.