🔗 Prerequisites
Features
What you get with this outcome
Know Your Trade Partners and Your Guests
Your CRM has two sides: the B2B trade network (consortia, agencies, and agents who sell your product) and the B2C guests who travel. Kaptio manages both in a single platform — with B2B account hierarchies and reseller commissions on one side, and guest profiles with household relationships on the other. This outcome covers setting up both models, bulk loading your existing B2B accounts, and configuring the commission structures that drive your trade relationships.
Visual coming soon
B2B Account Hierarchy
B2B Account Hierarchy
Model your trade partner network as a hierarchy: Consortium → Agency → Agent. Each level inherits or overrides commercial terms. A consortium like Virtuoso has member agencies, each agency has individual agents who book on behalf of their clients.
- ✓Consortium → Agency → Agent hierarchy
- ✓Commercial terms inheritance down the chain
- ✓Per-level override capabilities
- ✓Trade partner contact management
Visual coming soon
Reseller Commission Setup
Reseller Commission Setup
Configure commission structures at every level of the B2B hierarchy. Default commissions at the consortium level, overridden per agency or per agent where needed. Support percentage-based, fixed-amount, and tiered commission models. Commissions flow through to booking financials automatically.
- ✓Commission rates per consortium/agency/agent
- ✓Percentage, fixed, or tiered models
- ✓Inheritance with per-level overrides
- ✓Automatic commission calculation on bookings
Visual coming soon
B2B Account Bulk Loading
B2B Account Bulk Loading
Bulk import your existing B2B accounts with their hierarchical relationships and commission structures. Map your current trade partner data to Kaptio's model, validate relationships, and load in bulk — rather than manually creating hundreds of agency accounts.
- ✓CSV/template-based bulk import
- ✓Hierarchy relationship mapping
- ✓Commission structures loaded in bulk
- ✓Validation before import
Visual coming soon
B2C Guest Model (Household)
B2C Guest Model (Household)
Kaptio assumes the household model for B2C guests: individual contacts grouped into households that share an address and communication preferences. This model supports family bookings, repeat guest recognition across household members, and shared booking history. Person Account model is available as an alternative if required.
- ✓Household grouping for families
- ✓Shared address and preferences
- ✓Cross-household member booking visibility
- ✓Repeat guest recognition
Visual coming soon
Passenger Profiles
Passenger Profiles
Capture everything needed for manifests, preferences, and personalization. Passport details, dietary requirements, mobility needs — all in one place, linked across bookings. Passengers are linked to either B2C households or B2B agency contacts.
- ✓Passport and travel document tracking
- ✓Dietary and mobility requirements
- ✓Preferences remembered across trips
- ✓Linked to B2B or B2C accounts
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Smart Customer Search & Duplicate Prevention
Smart Customer Search & Duplicate Prevention
Find existing customers in seconds with fuzzy matching across email, phone, and name. Prevents duplicate accounts at creation. When duplicates are found later, merge workflow combines records while preserving booking history.
- ✓Fuzzy matching on email, phone, name
- ✓Real-time duplicate detection
- ✓Guided merge workflow
- ✓Booking history preservation
Visual coming soon
Lead Source Tracking
Lead Source Tracking
Capture how customers found you — web, phone, email, referral, trade partner, or marketing campaign. Track which B2B partners drive the most volume and which B2C channels convert best.
- ✓Booking source capture (Web, Phone, Email, Trade)
- ✓B2B partner volume tracking
- ✓Campaign attribution
- ✓Channel ROI analysis
Visual coming soon
360-Degree View
360-Degree View
Complete profile on a single screen — for both B2B and B2C. For agents: their agency, commission tier, booking volume, and performance. For guests: booking history, preferences, household members, and loyalty status.
- ✓Unified B2B partner profile
- ✓Unified B2C guest profile
- ✓Complete booking history
- ✓Commission and loyalty status
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
🏢 B2B & B2C Accounts — Try It Live
Set up both trade partner accounts (B2B) and guest accounts (B2C).
Create Customer Account
Add a new B2B or B2C account
Select Account Type
Choose the type of customer account to create
📖 Reference Documentation
B2B Account Hierarchy
Kaptio models your trade partner network as a three-level hierarchy:
| Level | Description | Commercial Terms |
|---|---|---|
| Consortium | Trade network (e.g., Virtuoso, Signature) | Default commission rates for all member agencies |
| Agency | Travel agency or reseller | Inherits consortium terms or overrides with agency-specific rates |
| Agent | Individual booking agent | Inherits agency terms or has personal override commissions |
Commission terms cascade down: set a default at the consortium level, override at agency or agent level where needed.
B2C Guest Model
Kaptio assumes the household model by default:
| Model | Description | When to Use |
|---|---|---|
| Household (default) | Contacts grouped into households sharing an address | Most B2C operators — families, couples, repeat guests |
| Person Account | Each guest is an independent account | High-volume B2C with individual-level marketing needs |
The household model supports:
- Family grouping with shared address and preferences
- Cross-member booking visibility (“Mrs. Smith booked before via her husband’s account”)
- Repeat guest recognition across household members
Reseller Commission Structures
Commission models supported:
- Percentage-based: e.g., 10% of selling price
- Fixed amount: e.g., £50 per booking
- Tiered: increasing rates based on volume or value thresholds
- Override per level: consortium default → agency override → agent override
Bulk Loading B2B Accounts
For go-live, B2B accounts are bulk loaded via:
- Template preparation: Map existing trade partner data to Kaptio import template
- Hierarchy mapping: Define consortium → agency → agent relationships
- Commission loading: Include commission structures per account
- Validation: Review and fix errors before import
- Import execution: Bulk load into Kaptio with relationship linking
Passenger Management
Passengers are linked to either B2B agency contacts or B2C household members:
- Primary Passenger: Lead traveler on the booking
- Additional Passengers: Other travelers in the party
- Travel Documents: Passport, visa requirements
- Preferences: Dietary, mobility, special requests
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 my existing agency network? Yes — bulk loading B2B accounts is a core part of this outcome. Prepare your data using the Kaptio import template, map consortium/agency/agent relationships, and import with commissions.
Why household model instead of person accounts? The household model is the Kaptio standard for B2C. It groups family members, enables cross-member booking visibility, and reduces duplicate risk. Person accounts are available as an alternative if your marketing needs require individual-level account records.