To register a new customer request > New request (top left of screen).
The request form is divided into three main sections: Event, Services and Customer. These sections feed the "Summary of your request" throughout the data entry process. You can modify each element by clicking on the "Pencil" icons without losing the information you have already entered.
Event:
The name of your establishment appears at the top of the page. If you have a multi-hotel account, select the desired hotel or destination. Choose the type of group according to the reason for the event. Indicate whether accommodation (overnight stay) is required and specify the dates of the event.
Depending on the type of stay (with or without accommodation), you will have access to different options.
- With accommodation, you can enter the room allocations after selecting the dates of the event.
- Without accommodation, the "Several days" and "One day" options will be available.
The breakdown can be specifically indicated for each night if necessary, provided that the stay lasts at least 2 days/overnights.
Requests may not exceed a cumulative total of 30 days.
Enter the number of participants, respecting the words "minimum/maximum x people for this group". For example, if the restriction is "15 people minimum for this group", do not enter a number lower than 15. This information can be configured in the Accommodation section.
The type of room automatically defaulted to depends on the type of group selected.
Services:
Specify the budget per person and per night if known. You do not need to enter the budget to validate the request.
Indicate whether on-site catering is required. The categories of catering products are pre-filled but can be adjusted according to the customer's needs. You can also choose other categories by clicking on "Other catering+".
If you need a meeting room, tick the corresponding box to display the input fields. Specify the number of participants, the layout, the periods concerned, and the equipment if this display option is activated in the form.
The "Complicated specification? We'll call you back!" is for customers who fill in the form directly from your website or via a link.
A question of intentionality:
Where are you in your research?
This field is not mandatory for validating the request and is intended for customers who fill in the form directly from your website or via a link.
Would you like to add anything?
Use this field for additional notes which could not be specified above and which require particular attention. These notes appear in the Request History.
File reference provided by the customer
In this field, add the file reference given by the customer. This will appear on quotes and invoices, and can also be included in message templates with the replacement code "REF-CUSTOMER".
Assign a segment to this request
If segments have been created in the Settings tab, you can assign them to this request.
Assign a manager to this request
Each file should be assigned to a manager (Administrator or Sales Manager) for personalised follow-up. Designate a member of staff as the main contact for this file.
Customer:
Enter the customer's name, e-mail address or telephone number. By entering this information, the Customer file will be consulted and you will be offered correspondence.
Reminder: A customer account is equivalent to an e-mail address. If no link is proposed, create a new customer account by filling in the mandatory fields. If personalised fields have been created and are visible in the request form, make sure you fill them in.
Please enter the customer's company. By entering the customer's company name, the Company file will be consulted and will suggest matches.
⚠️ Reminder: A company account is equivalent to a name, unless duplicate company names have been authorised in Settings > CRM Settings. If no link is proposed, create a new company by filling in the proposed fields.
Before finalising the request, you can choose to send an acknowledgement of receipt to the customer and/or the hoteliers. The email sent to the customer confirms receipt of the request and mentions that an offer will be sent shortly. The email to the hoteliers summarises the new request, awaiting their response.
Finally, choose between 'Save for later' or 'Make an offer for this request'. Once the request has been saved or edited, it will be available in the Folders tab of your Backyou.