🔗 Prerequisites
Features
What you get with this outcome
Every Great Booking Starts with Knowing Your Customer
Turn anonymous enquiries into loyal travelers. Kaptio's customer management gives your team instant access to complete customer profiles, preventing duplicates and enabling personalized service that drives repeat bookings.
Visual coming soon
Smart Customer Search
Smart Customer Search
Find existing customers in seconds with fuzzy matching across email, phone, and name. Our intelligent search prevents duplicate accounts and surfaces complete booking history instantly.
- ✓Reduce data entry by 80% with automatic matching
- ✓Eliminate duplicate customer records
- ✓Access complete booking history in one click
Visual coming soon
Flexible Account Types
Flexible Account Types
Support both B2C individual travelers and B2B agency partners with tailored account structures. Each account type has specialized fields, commission tiers, and relationship tracking.
- ✓B2C accounts with household grouping
- ✓B2B accounts with agency tiers and contacts
- ✓Seamless switching between account types
Visual coming soon
Complete Passenger Profiles
Complete Passenger Profiles
Capture everything you need for manifests, preferences, and personalization. Passport details, dietary requirements, mobility needs—all in one place, linked across bookings.
- ✓95% reduction in manifest errors
- ✓Automatic repeat customer recognition
- ✓Preferences remembered across trips
Visual coming soon
Lead Source Tracking
Lead Source Tracking
Capture and track how customers found you—web, phone, email, referral, trade partner, or marketing campaign. Essential for ROI analysis and channel optimization.
- ✓Booking source capture (Web, Phone, Email, Trade)
- ✓Marketing source attribution
- ✓Campaign tracking integration
- ✓ROI analysis by acquisition channel
Visual coming soon
Booking History & Loyalty
Booking History & Loyalty
View complete booking history per customer—past trips, preferences learned, special requests noted. Automatically recognize repeat guests and assign loyalty tiers based on trip count or spend.
- ✓Full booking history visibility
- ✓Automatic repeat guest recognition
- ✓Loyalty tier assignment
- ✓Trip count and lifetime value tracking
Visual coming soon
Duplicate Detection & Merge
Duplicate Detection & Merge
Intelligent duplicate detection prevents duplicate records at creation. When duplicates are found later, merge workflow combines records while preserving all booking history and relationships.
- ✓Real-time duplicate detection at creation
- ✓Fuzzy matching on email, phone, name
- ✓Guided merge workflow
- ✓Booking history preservation
Visual coming soon
Customer Segmentation
Customer Segmentation
Segment customers for targeted marketing and personalized service. Create dynamic segments based on booking history, preferences, demographics, and value. Segments update automatically as customer behavior changes.
- ✓Dynamic segment definitions
- ✓Behavior-based segmentation
- ✓Value tier classification
- ✓Marketing campaign targeting
Visual coming soon
Preference Tracking
Preference Tracking
Capture and remember customer preferences across all touchpoints. Dietary requirements, room preferences, accessibility needs, communication style—all stored and surfaced when it matters most.
- ✓Dietary and allergy tracking
- ✓Room type preferences
- ✓Accessibility requirements
- ✓Communication preferences
Visual coming soon
360-Degree Customer View
360-Degree Customer View
Complete customer profile on a single screen: bookings past and future, preferences, communications, payments, loyalty status, and interactions. Agents see everything they need to deliver exceptional service.
- ✓Unified customer profile
- ✓Complete booking history
- ✓Communication timeline
- ✓Payment and loyalty status
Visual coming soon
GDPR Consent Management
GDPR Consent Management
Track and manage customer consent for data processing, marketing communications, and third-party sharing. Record consent timestamps, sources, and scope. Support right-to-erasure requests with data inventory.
- ✓Consent capture and tracking
- ✓Marketing opt-in/opt-out
- ✓Third-party sharing consent
- ✓Data erasure workflow support
User Journey
Step-by-step flow from start to finish
🗺️User Journey Flow
Follow the steps from start to finish
Resources
Configs, tools, and documentation to help you
⚙️ Golden Configs
Customer & Household Setup
Configure Account record types, Contact fields, and Household relationships for B2B/B2C customer models
Salesforce CRM Sync
Bi-directional sync configuration between Kaptio and Salesforce for accounts and contacts
Duplicate Detection Rules
Configure fuzzy matching rules for email, phone, and name-based duplicate detection
Passenger Type Configuration
Set up passenger types (Adult, Child, Infant) with age-based pricing rules
🔍 Smart Customer Search — Try It Live
Find existing customers in seconds. The intelligent search prevents duplicate accounts and surfaces complete booking history instantly.
Customer Search
Find existing customers before creating new
Search for a customer to see results
🏢 Flexible Account Types — Try It Live
Support both B2C travelers and B2B agency partners with tailored account structures.
Create Customer Account
Add a new B2B or B2C account
Select Account Type
Choose the type of customer account to create
📖 Reference Documentation
Everything you need to know about customer accounts and passengers.
Account Types
Kaptio supports two primary account types:
| Type | Description | Key Fields |
|---|---|---|
| B2C | Individual/household customers | Name, Email, Phone, Address |
| B2B | Travel agencies & partners | Company Name, ABN, Commission Tier |
Passenger Management
Passengers are linked to accounts and can travel across multiple bookings:
- Primary Passenger: Lead traveler on the booking
- Additional Passengers: Other travelers in the party
- Contact Details: Email, phone for trip communications
- Travel Documents: Passport, visa requirements
- Preferences: Dietary, mobility, special requests
Household Relationships
B2C accounts can group multiple passengers into households:
- Automatic repeat customer recognition
- Shared address and communication preferences
- Family booking history visibility
Common Questions
How do I merge duplicate customers? Navigate to the customer record, click “Find Duplicates”, review matches, and select “Merge”. The system preserves booking history from both records.
Can I import customers from my CRM? Yes, use the Salesforce Data Loader or Kaptio’s import templates. See the CRM Sync recipe in the Digitized level.