All about request handling- Part 1

In the Request Module you can do almost anything, from searching for properties, sending offers, checking history, accessing the client’s information, setting reminders etc… It is considered as a central management hub in BookingDom.

Requests are usually created by your clients through your website. When a client has an inquiry, they usually fill in a  ‘Form’  with basic information and other details specifying what they are looking for and submits/sends it from the website. Receiving this information helps you identify your client’s particular needs and respond to their requests by sending them a suitable offer.

In some cases, clients might contact you in another way such as sending you an email instead of filling in a Form or even contact you directly by telephone. In such cases, you need to create the request by yourself in BookingDom in order to send your clients a proper offer. Below is how you create a request from scratch:

Creating a New Request

Starting from BookingDom Home page, click on the Request Module icon which you find on the modules bar at the bottom of the screen. The module will open and now you need to click on Newon the upper-left side of the screen.

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You basically fill in the fields with your client’s information such as Name, Surname, Gender, Email address, Phone number.

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By scrolling down, you continue filling in the other available fields such as Arrival and Departure dates, Location, Number of People, Language. In addition to a comments/notes field where you are free to add any information that you might consider relevant.

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When you are done with filling in the basic information, you save your work. Now you need to assign the request to yourself (or to another sales person)  in order to look for an appropriate solution/s to offer to the client.

Screen Shot 2014-05-07 at 17.00.16 Note that the client’s E-mail address is an important piece of information. You need the clients E-mail address in order to send them the links for the apartments where they can find the details, prices and photos which helps them to better evaluate your offers before proceeding with booking.

Screen Shot 2014-05-07 at 17.02.07Pay attention: The E-mail address is unique in BookingDom and it identifies the client,  so be careful to type it in correctly upon creating the request, otherwise you won’t be able to reach your clients via mail and you won’t be able to modify the wrong email address either. You will be forced to close the request and create another one.

Searching for Requests

When clients send you requests through your website by filling in and submitting a Form, you find these requests directly in the Request Module. All you need to do is to open the module and search for them. When searching for requests, you can use filters such as the assignee, the location, dates etc…

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If you search by assignee i.e. clicking on ‘Assigned to me‘ instead of ‘Search‘, you can find the request status on the right side of the screen:

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Status of Requests

To make your work  easier, BookingDom has the functionality request statuses with automated steps. They are useful for helping you organize your work and very handy when searching for requests by status in addition to other filters. The status is also useful when you need to follow-up with your clients.

Pending Status

A request is Pending’ when it is still new. It can also be pending, when the person to whom it was assigned to has not opened it yet.

In Progress

A request’s status changes automatically  to  ‘In progress’ when you assign it to yourself and save or when you assign it to another account and that person opens the request.

Waiting for Reply

A request changes status automatically into ‘Waiting for reply’ when you send an email to the client from inside the request, asking them for additional information for instance. This status helps you know that an email was sent and that you will be following up soon with the client. This is usually the case when the client replies to your e-mail instead of composing a new mail. You can always check the ‘History’ tab in order to open the thread of the mail directly using the ‘Open mail’ button. (Here the email has been tracked by the system) In the case where the client composes a new mail and sends it to you, the status of the request will NOT change automatically. There are some other reasons that might cause this, such as using certain devices or the client might have blocked the tracking code in some way. This is where Setting Reminders comes in handy!

Offer Sent

A request changes status automatically to ‘Offer sent’ upon clicking on the ‘Send offer’ button inside the request.

Screen Shot 2014-05-07 at 17.00.16 Note that when the client replies to an offer, the status of the request automatically changes from ‘Offer Sent’ back to  ‘In Progress’. The same concept we discussed about email tracking applies here so it depends on how your client replies to your offer mail (Reply vs. Compose New mail).

Closed

You close your requests manually and you have two options to do that, either Successfully or Not successfully– it is highly recommended to specify the reason for which you closed the request unsuccessfully. For that, there is a list of radio buttons with possible reasons to choose from. If none applies to your case, use ‘Other reasons’ field if you need to add more and/or relevant information.

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Logically, a request is closed successfully when the client has Booked. Booking could have been online or offline and in both cases it is best practice to wait till you Confirm a booking in the Reservation Module before closing your request successfully. To close successfully, you need to have at least one property set to status ‘Offer accepted’.

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Requests Workflow

When working with requests, the procedures to follow are straightforward:

1) You first search for requests by status. (Status: Pending)

2) You then open the request you plan to work on. (Status: In Progress)

3) You check the request information and the client’s data to get a general picture/overview. In case you need more information, you can contact the client via mail and when the client replies you can check the ‘History’ tab. (Status: Waiting for reply → changes automatically to In progress when client replies)

4) You search for possible and suitable apartments to offer based on the client’s needs.

5) You add the apartment/s to the offer and send it to your client. When the client replies you can check the ‘History’ tab. (Status: Offer sent → changes automatically to In progress when client replies)

6) If the client is interested in booking, you can go ahead with blocking the calendar for the designated apartment and create a reservation. After which you send your client the payment link/s.

7) Finally, you either close the request successfully or not successfully. (Status: Closed)