Group Reminders & Email Groups in VacationCRM
These features are designed for agents to create batches or emails or reminders that are frequently used. They can be set up one time and then agents can quickly apply them to a client’s profile/trip. Below are some ideas for things these could be used for, but these can be set up for anything an agent would like.
Group Reminders are reminders set up for the AGENT to keep up with the booking process throughout the life the of the trip. Email Groups are a set of emails that are created that can be applied as a batch to a specific trip type (i.e., Caribbean, Disney, Europe, etc). With either type, emails or reminders can be. ignored if they don't apply to that type of booking. Both actions can be accessed under the Utilities tab on VCRM.
Email Groups
Email groups can be set up by one person in the agency and shared, which is recommended, so that all agents are sending the most up to date info. Please talk to your agency owner to ensure you are using the agency's correct procedures for this. If you use the <%NICKNAME%> field to address the client, it will pull from the nickname field on the profile and if there is no nickname, then it will use the FIRST name on the profile.
By using the <%AGENT_SIGNATURE%> field, it will pull the agent's signature listed in your settings. Please make sure this is set up prior to sending emails under Settings>Agent Signature. Once you set up your first group of emails, you can copy them over to other variations of that group. It is recommended to set up a GENERIC group that can be used for all types of bookings (see examples below) and then copy them to create more specialized versions, i.e. create a JAMAICA group with an email about Club Mobay and a tour email with tours that are specific to Jamaica.
Group Name: All Trips
Trigger Screen: Trip
Email Tasks
- After Booking – Trigger a few days after created date (date trip was created). This can be used to thank the client for their business, let them know to please reach out to you about any questions, concerns, etc. This is also where you can tell client the next steps (e.g. final payment information, other items that need to be done along the way).
- Insurance Waiver – Trigger a few days after created date. Email groups allow you to attach files to the emails so if you have clients sign a waiver when they decline insurance, you can set up an email task and attach the waiver to the email. When applying the group, check the box to ignore this task for clients that did book insurance or trips that insurance doesn’t apply.
- Excursions – Trigger X days before trip date. Email to clients about adding excursions. This can include your unique link provided to you by excursion suppliers so the client can book on their own and you will still receive commission. The client can also look through a list and ask you to book them.
- Passports – Trigger X days before trip date. If the client is traveling internationally, you can set an email to go out to them to request that they take a picture of their passport and email it to you so you can keep it on file (attach it to their profile in VCRM). This way, you can email them a copy should they lose it in destination, or you can refer to it for future trips to make sure it is still valid.
Group Name: Disney Emails
Trigger Screen: Trip
Email Tasks
- After Booking – Trigger a few days after created date (date trip was created). This can be used to thank the client for their business, let them know to please reach out to you about any questions, concerns, etc. This is also where you can tell client the next steps (e.g. final payment information, other items that need to be done along the way).
- Dining Reservations – Trigger 200 days before trip date. Email to be sent to client with dining information. Agents can attach a document to this email if needed.
- Fast Passes – Trigger X days before trip date. Email to be sent to client about fast pass information
- Memory Maker Info-Trigger X days before trip date.
- Disney's Magical Express Info-Trigger 21 days before trip date to ensure clients received DME luggage stickers.
Group Name: Cruise Emails
Trigger Screen: Trip
Email Tasks
- Online Check In-Trigger following final payment to remind them to complete all online check in documents
- Excursions/Spa/Speciality Restaurants/Pre-paid gratuities-Trigger reminder X days from travel to complete these items
Group Name: Name of Destination (Mexico, Italy, Hawaii, St. Lucia, etc.) Some agents prefer to set these up by resort rather than destination to get more specific on the information, but this obviously requires a lot more initial setup.
Trigger Screen: Trip
Email Tasks
- Tourist Cards or Immigration forms – Trigger X days before trip date. As a lot of this stuff moves online, you can use this email to send your clients to the official link used to fill out and print off these forms before their trip so they do not need to fill them out on the plane/at the airport.
- Destination based extras (e.g. Club Mobay in Jamaica) – Trigger X days before trip date. Send these to let the client know about other services they might be interested in.
- Other ideas to help build excitement. These can be a series of different emails sent to the client every few weeks leading up to their trip.
- Local Recipe – Trigger X days before trip date. Send the client your favorite recipe from the destination they are going to so they can make it at home before their trip.
- Top 5 Must Do’s – Trigger X days before trip date. 5 must do items for the client while they are away
- Top 5 Foods to try (or drinks to drink) – Trigger X days before trip date.
- Fun Facts – Trigger X days before trip date. Anything interesting that you would like to share with the client. Average temperatures, facts about their culture, etc.
- Travel Pro tips – Trigger a few days before trip date. Send the client any tips you have picked up while visiting that destination.
Email Groups for Group Travel
When setting up email groups for group travel, there are two different ways you can set these up.
You can use Profile/Group as the trigger screen or Trip as the trigger screen. There are pros and cons to each one.
- Profile/Group – When Profile/Group is set as the trigger screen, you can apply the emails to the entire group at once and it will email every person that is linked to that group with whatever emails you have applied. The downside is you will need to keep it somewhat generic because the same email will go to everyone. You can only use Trip Date (Group Profile) or Final Payment Due Date (Group Profile) as the triggers for each email task. This will also go to clients that are linked to the trip with cancelled bookings so make sure unlink those trips from the group if you do not want them to receive emails after they have cancelled.
- Trip – When you use Trip as the trigger screen, these will be applied one by one as you add trips to the group. It is more work to apply them to every trip, but you will already be working on each trip as those clients book. It will allow you to cancel any pending emails in their trip in the event that a client cancels.
Group Name: DW Emails (or any other group type)
Trigger Screen: Profile/Group
Email Tasks
- Air – Trigger X days before trip date. Use this to send an email out to everyone letting them know that if they haven’t done so already, please send you their flight schedules so you can get their transfers set up for them.
- Excursions & Passport info (same idea as the emails under the All Trips section of this document)
- Payment reminders
- Insurance
- Destination Info
- Packing info
- Airline info-remind them to book air & provide info for transfers
Sample Text for Generic Email Groups:
Just Booked:
Hi <%NICKNAME%>,
Thank you for booking your vacation with XXX! I am excited to help you plan the details to make your experience one you'll never forget!
PAYMENTS/PAYMENT PLAN: Your deposit has been paid. You can set up your own payment plan by letting me know how much you want to pay monthly on a set date or just pay the remaining balance on your final payment due date.
If you would like to use the card on file for your final payment, please let me know prior to your due date. If you would like to use a different card, please fill out this form on the day you want the payment processed.
Payment form: <Insert Payment Form>
AIRLINE INFO: Please refer to the airline’s website to find out the current baggage fees and your seat assignments. I have assigned your seats, but feel free to move them around. If you have a frequent flier or Known Traveler Number and want to email it to me, I will add it to your reservation.
Ensure you complete an online check in on your airline’s website within 24 hours of departure and print off your boarding pass. If not, you may do this at the check-in counter, but it’s always better to complete it in advance.
DRESS CODE: It is always recommended to check the resort’s website for specific dress code information, as many resorts require men to wear pants with closed toe shoes for dinner.
A FEW REMINDERS:
- Call your credit card company and advise them of your plans to travel out of the country. You don't need to exchange currency, as they accept American dollars in the Caribbean.
- Call your cell phone provider if you plan on using your cell phone to see if it will work out of the country and confirm international charges. Data rates can be extremely high. It is recommended to use the wifi package if you need to stay connected.
- If you are carrying liquids on the airplane, please have them in a quart-size Ziploc bag and in containers that are 3 ounces or less.
- Bring a waterproof camera, sunscreen, & water shoes if you are doing a tour that requires them.
- Always take cash, a credit card and your driver's license if you are leaving property. Leave your passport and valuables locked in the room safe at all times.
- You may want to bring bug spray to have with you on the island.
- A note about sargassum: Sargassum is a brown algae, or seaweed that floats free in the ocean and never attaches to the ocean floor. These free-floating forms are only found in the Atlantic Ocean. Unfortunately, it is nearly impossible to predict when sargassum will affect certain beaches, but it is possible you will see some on your vacation. The resorts we use do their very best to keep their beaches clean of sargassum, but as with anything in nature, it is an ever-changing issue.
In order to keep up with current travel news & tips, please "like" my Facebook page.
Feel free to contact me with any questions. I'm here to help you!
Safe travels,
<%AGENT_SIGNATURE%>
Payment reminders:
Hi <%NICKNAME%>,
Just a reminder that your final payment for your upcoming vacation is due soon. If you would like to make an interim payment prior to your final payment, please let me know how much I should charge.
If you're using the same card you used for your payment, please let me know that you approve the charge and include your credit card security code. If you're using a different card, please complete this form by your due date, so that your payment can be processed: https://www.journeystravelinc.com/submit-payment
Due Date: <%PAYMENT_DATE%>
Due Amount: <%PAYMENT_BALANCE%>
Reservation #: <%BOOKING_ID%>
Please double check your passports if you're traveling internationally (please physically look at them) to ensure that your names match your airline confirmation. Also please ensure that your passport is valid AT LEAST six months past your return date.
If you booked your own air and have not already provided me with your flight information for the ground transfers, please forward that to me by your final payment due date. It is recommended to book your local tours at the time of your final payment. In order to do this, please let me know which one, the date and approximate time, so that I can add it to your final payment. If you need some suggestions, please let me know.
After your final payment has been made, I will get your travel documents to you about 2-3 weeks prior to departure. If your mailing address has changed recently, please provide me with the new address. As always, if you have any questions, please let me know!
Safe travels,
<%AGENT_SIGNATURE%>
Airline Reminder (if not booked at the time of deposit):
Hi <%NICKNAME%>,
Just checking in to see if you’re ready to purchase your airline tickets? Typically, as travel gets closer, the rates increase as the seats fill up. Don’t get stuck paying more for your tickets.
Please send me an email when you’re ready to purchase them if you need my assistance or if you’ve purchased them on your own, please forward me the itinerary from the airline, so I can set up any ground transfers that are needed. Thanks!
Safe travels,
<%AGENT_SIGNATURE%>
Insurance Reminder (if not booked at the time of deposit):
Hi <%NICKNAME%>,
You should’ve already received Travel Protection Policy quotes from me and Allianz Insurance and we don’t want you to miss out on this important detail of your vacation. This is the one component of your trip that I want you to purchase and not have to use!
If you have already purchased travel protection, please excuse the repetitiveness of this email, and know that you've made an excellent decision.
Below are just a few reasons why you may want to consider this valuable addition to your vacation package.
Top Reasons to Purchase Travel Protection
1. Illness or death in your immediate family, prior to or during travel
2. Missed connections due to flight delays or flight cancellations
3. Lost or delayed luggage
4. Emergency Assistance Services should your credit cards or passport be lost or stolen
Additional info on the importance of travel insurance: https://www.journeystravelinc.com/blog/do-i-need-travel-insurance-for-vacation
If you have any questions regarding the importance of travel protection, please let me know. I'm happy to discuss this in further detail with you.
Happy Planning,
<%AGENT_SIGNATURE%>
Packing Reminders:
Hi <%NICKNAME%>,
It's almost time for your upcoming vacation. Here's some last minute packing tips.
IMPORTANT ITEMS TO PACK IN YOUR CARRY-ON:
• CHECK PASSPORTS IMMEDIATELY. It has to be a valid US Passport BOOK for everyone, including children. (Note: If the passport expires within 6 months after your travel date, you need an updated passport)
• Insurance documents, if booked
• Travel Documents
• Boarding Passes (complete online check-in within 24 hours of departure & then print out or send to your cell phone)
• Emergency # for airline & insurance. Emergency number for assistance can also be found in your travel documents.
• Any valuables, prescription medicines, and extra cell phone chargers.
Travel suggestions:
INSERT AGENCY BLOGS ON THESE TOPICS
Safe travels,
<%AGENT_SIGNATURE%>
Passport Reminders:
Hi <%NICKNAME%>,
Your passport is important! This will be one of the most important emails you receive from me over the next few months. Please read it carefully.
Put your hands on your passport today. Make sure your expiration date is valid at least six months after the date you return home from your vacation. If your passport expires before that date, you will need to renew your passport as soon as possible. For example: if you travel June 20, 2018, your passport should not expire before December 20, 2018. This is very important.
Also, your passport can NOT be damaged in any way. There can be no torn, bent, water-damaged pages, etc. If there is the appearance of damage, you could be denied boarding on your flight. You must also have blank pages available. If you think your passport could have possible damage or not have enough blank pages, contact the passport office today.
If you do not have a passport, please make arrangements to apply as soon as possible. It is necessary that the legal name you gave me for your reservation matches EXACTLY with the name you put on your passport application. In order to apply for a passport, please visit the US Passport website.
If you have any questions at all, I'm available to assist you. You can also visit this website for more information.
Safe travels,
<%AGENT_SIGNATURE%>
Group Reminders
Note any important reminders on the booking such as a reminder to add air, insurance, transfer info, and any other important notes that you may need throughout the entire process.
Reminder Groups in VacationCRM are a quick way to apply a batch of reminders to a specific profile/trip/reservation.
Reminder Groups for FIT Travel
For FIT bookings, it is recommended that you set your reminder group up with a “Trigger Screen” of Trip. This means these reminders will be applied at a trip level and can only be applied from the trip screen. When setting these up, reminder task name is what you will see when you apply it. Reminder text is what will show up on your dashboard so make sure to fill both of these out.
Reminder Groups for Group Travel
Much like email groups for group travel, reminder groups for group travel can also be set up at a trip level or a profile/group level. If you set it up at a group level, you will have one reminder for the entire group (e.g. make sure all travelers have sent flight schedules). If you set it up at a trip level, you will have one reminder per trip that is part of the group (e.g. make sure client has sent flight schedule). Reminders for groups that are set up at a trip level will heavily increase the number of reminders showing, but the benefit is that you can mark each one complete as it is done. For example, Stephen has sent you his air so you can mark the reminder for that complete under his trip, but Nathan has not so that reminder will remain so you do not forget about it.
VCRM – Group Reminders:
How to add group reminders: https://youtu.be/m9dyJGXkT8w
Sample Group Reminders: https://drive.google.com/file/d/1n_JUSqkHL3U9yzNZTZR6hl0kz9G4brxn/view?usp=sharing
Sample Reminder Groups:
Generic Group (Can be used for all types of bookings-create this one first and then you can create more specific ones using this as a guide.)
Disney Group Reminder-Keep in mind most emails to client can be automated by creating a Disney email group to send reminders about Fastpasses, Advance Dining Reservations (ADRs), Memory Maker, Halloween/Christmas parties, etc; therefore, the agent doesn't have to manually remind the client.
- Complete new booking steps
- Add air
- Add insurance
- Set up transfers
- Log in portal
- Send email for tours, spa, candlelight dinners, Club Mo-Bay (these can also be set up as Email Groups)
- Pay final payment & send docs to client
- Pre-Travel Call/Email
- Post-Travel Call/Email
VCRM GROUP REMINDERS
- Create Group FB Page – invite Group Leader
- Check with Group Leader to see if they’re sending paper Save the Date
- Req photo, emails & Save the Date info from B & G
- Create Save the Date Email in Mail Chimp
- Create pricing grid to make quoting easy
- Create Webpage with all pertinent booking info
- Verify initial contact with wedding planner has taken place
- Remind group of booking deadline via email & FB (set three different reminders for this)
- Send Group Status Client report & Check in on service (set monthly reminder)
- LAST CHANCE – Remind group of booking deadline via email & FB
- Review all bookings – ensure special requests, bedding, etc. are noted. Ensure invoices are sent following booking window.
- Check Air Rates
- 60 day & 30 day reminder before final payment (auto emails with amounts go at 14 days prior)
- Schedule call with Bride to review rooms, wedding etc.
- See if group wants to book spa, tours, private xfers, Club MoBay
- Log in Portal as a group
- Confirm the paper documents were sent directly to the client by providing addresses to TO (or e-docs if using those)
- Send Gift to Group Leader
- Remind DMC to meet group upon arrival at airport
- Bon Voyage Call – Call Group Leader
- Pre Travel Email
- Send final list to resort/wedding coordinator with all flight info + special req (Group Status Client Report)
- Have supplier verify & issue comps to Group Leader (confirm the credit card)
- Verify if there were any bonus commissions & that they paid out
- Welcome Home Call
- Ensure commission paid out & verify it’s correct
- Verify date prior to releasing