Travel technology supplier Inspiretec has appointed a former high street travel agent branch manager to the newly created position of customer success executive.
The role is dedicated to helping travel agents and operators become more acquainted with the company’s revamped CRM (Customer Relationship Management) platform.
Inspiretec said Steve Gummer was been chosen to fill the position due to his extensive experience and understanding of working in the retail travel sector.
Gummer began his career working in independent retail shops and later moved on to be branch manager at Tui/First Choice, before joining Inspiretec in 2010.
The developer said it created the role on the back of agent and operator feedback and that Gummer will use his knowledge of how agents work to “proactively provide pointers, advice and direction on how new customers can maximise the potential that the software offers”.
Rebecca James, director of customers success for CRM, at Inspiretec said: “Installing CRM is seen as easy, but some of our customers were telling us that they needed a little more guidance, especially those smaller agents and operators who have little tech support in-house.
“Steve’s retail background means he has a 360 view of the process, and his new role ensures we go that extra mile to bridge this gap and ensure everyone is able to get the most out of our CRM.”
Gummer will also provide, free of charge, ‘Surgery with Steve’ sessions to any agent or operator wanting guidance on how CRM might work for them.
He will offer easy-to-follow advice on how the software works, so they can get a full understanding of the benefits any CRM system might bring to their business.
Gummer said: “Most travel companies understand just how CRM can transform their shop or business, giving them the power to automate tasks, thus freeing up manpower and providing knowledge about their customers buying habits.
“After the most challenging 18 months any of us have ever known, we want to ensure we offer guidance and advice to anyone who wants or needs it.”