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CRM · Sales automation · Integrations

Sales department automation for a tourism company in Dubai

We unified enquiries from WhatsApp and Instagram in CRM and automated enquiry processing, tour pricing, payments and synchronisation with the internal booking system.

TourismDubai, UAEMid-sized business
Discuss a similar task Get a free audit
Instagram Tour calculator Stripe Bookings
CRM · Deal #1840 LIVE
AH Amina Khorani WhatsApp · 5-day tour SLA 4 min
Manager: Dmitry · Stage 'Tour Calculation'
Tour calculator from $2,480
Payment · Stripe
Booking Sync.
ClientTourism company
GeographyDubai, UAE
TaskSales department automation for a
SolutionCRM and unified digital ecosystem
About the project

Complex tours require precise processes

The company specializes in individual tours to the UAE. Clients contact via WhatsApp and Instagram, and the cost of each order depends on many parameters.

As the business grew, manual processing of enquiries began to slow down the sales department and complicate service quality control.

Before implementation

Sales were growing, but processes couldn't handle the load

Main operations depended on manual work by managers. Information was distributed between correspondence and internal systems, and the manager lacked transparency.

01

No client tracking

Advertising channels were active, but the team couldn’t see where clients came from or which sources actually delivered results.

02

Chaos in communications

Enquiries came through WhatsApp and Instagram. Chats piled up, managers switched between windows, and some enquiries were processed too slowly.

03

Manual enquiry processing

Managers transferred data manually. As a result, enquiries were lost, and order processing took longer.

04

Complex tour pricing calculations

The price depended on many parameters. Managers had to calculate offers manually, which slowed down responses to clients.

Solution

Built a unified digital sales circuit

CRM became the central system: enquiries, managers, calculations, payments, and internal operations are now interconnected.

Before implementation WhatsApp Web Instagram Direct Manual spreadsheets Separate calculations Manual data transfer No unified analytics
WDA

CRM-
ecosystem

Unified framework

After implementation Unified communication window Structured sales pipeline Automatic routing Tour calculator Stripe payments Booking synchronization KPI and SLA

Unified perimeter · integrated system stack

01 · Communications

Unified enquiries in one workspace

Integrated WhatsApp and Instagram with CRM. Managers received a unified customer communication history, and a separate communication line was set up for the care service.

  • WhatsApp connected to CRM
  • Instagram connected to CRM
  • Dialogue history is preserved
  • Care service on a separate line
Incoming · Unified window3 channels
Amina Khorani WhatsAppHello! I want a 5-day tour… DDmitry
Yousef A. InstagramIs there safari + dinner in the desert? AAliya
Care service separate lineClarification on current order #1788 SCare
02 · Sales

Set up a transparent sales pipeline and enquiry routing

Developed deal stages, triggers, and automatic chat distribution among managers. Each enquiry gets a responsible employee and follows a clear scenario.

  • Unified CRM sales pipeline with clear stages
  • Automatic triggers
  • Even distribution of enquiries
  • Monitoring of enquiry processing
Sales pipelineauto-routing
New enquiry → Manager assigned
New 4
YousefSafari
Calculation 3
AminaTour 5 days
Payment 2
Karim · VIP
Booking 5
Nadia · done
03 · Custom development

Created a microservice for tour cost calculation

Developed a separate calculator that takes into account trip parameters and automatically calculates the order cost. Then integrated it into CRM so managers could prepare offers without manual calculations.

  • Own microservice
  • Calculation based on order parameters
  • CRM integration
  • Faster proposal preparation
Tour calculatorMicroservice
Duration5 days
Guests2 adults
Hotel class5★
Excursions3 options
Total costfrom $2 480
Result inserted into CRM deal
04 · Payments

Enabled direct payments from CRM

Developed a Stripe integration service. Managers can monitor payments within the deal without switching between different systems.

  • Stripe integration
  • Payment statuses within CRM
  • Unified deal context
  • Fewer manual checks
Payment for deal #1840Stripe
S $2 480Stripe · Visa •• 4242 Paid
Invoice created in deal10:24 · automatically
Link sent to client10:25 · WhatsApp
Payment confirmed10:41 · status updated in CRM
05 · Service control

Implemented KPI and SLA for the sales department

Set up response time monitoring and manager performance metrics. The manager gained transparency into enquiry processing speed and customer service quality.

  • SLA for response time
  • Manager KPIs
  • Workload control
  • Transparency for management
Sales department dashboardKPI · SLA
Average response time
SLA · within normal limits
Enquiries today
42 enquiries
Manager workload
DDmitry78%
AAliya64%
KKarim52%
06 · Integrations

Connected CRM with internal booking system

Set up automatic data transfer of orders to the internal system. The team eliminated redundant manual entry and achieved a unified connected process.

  • Order synchronization
  • Automatic data transfer
  • Less duplication
  • Unified operational loop
Order synchronizationAuto
CRM · deal#1840 · paid
Transfer
Bookingsorder created
Data transferred without re-entry
Result

From fragmented operations to a managed system

Before implementation
  • Enquiries in separate chats
  • Delays in processing enquiries
  • Manual data transfer
  • Manual tour cost calculation
  • Separate payment verification
  • Lack of unified analytics
  • Complex control of manager performance
After implementation
  • WhatsApp and Instagram integrated into CRM
  • Enquiries are automatically distributed
  • Customer history stored in one place
  • Tour cost calculated automatically
  • Payments linked to deals
  • Orders synchronized with bookings
  • KPI and SLA available to management
Enquiry journey

From first message to confirmed booking

One enquiry flows through the entire system automatically — without manual data transfer between systems.

  1. 01

    Customer sends a message

    Message from WhatsApp or Instagram enters the common stream.

  2. 02

    CRM records the enquiry

    A customer card is created with the enquiry source and customer history.

  3. 03

    Manager assigned

    The enquiry is automatically sent to the responsible employee.

  4. 04

    Manager calculates the tour

    The calculator generates the cost directly within the deal.

  5. 05

    Client receives the offer

    The ready calculation and payment link are sent to the chat.

  6. 06

    Stripe records the payment

    Payment status is updated in the deal automatically.

  7. 07

    Order goes to booking

    Data is synchronized with the internal system without duplicates.

Enquiry channels gathered in one window
Integrations: calculator, Stripe, bookings
Automation directions in one project
A single digital ecosystem instead of fragmented systems
Solution Architecture

All key processes are interconnected

Client channels

WhatsAppCustomer enquiries
InstagramDirect and advertising
CRM Bitrix24Central sales system
Enquiries Contacts Deals Sales pipeline Routing KPI · SLA

Services and integrations

Tour calculatorCalculation microservice
StripePayment processing
Booking systemInternal
Enquiry flow in CRM Payments and calculations Data synchronization
Business Impact

The team received a unified workflow

Enquiries under control

All incoming messages are recorded in CRM and distributed among managers.

Faster preparation of offers

Tour cost calculation is performed via an embedded microservice without manual operations.

Transparent sales department work

The manager sees team workload, response time, and enquiry movement through the sales pipeline.

Linked internal operations

Payments and booking data are synchronized with CRM.

Project Stages

From process audit to system launch

1
About 3 days

Analysis of current processes

We analyzed the existing sales department work and identified weak spots in the sales pipeline.

2
From 1 to 3 weeks

Solution design

We prepared the system architecture and identified necessary integrations.

3
From 1 to 2 weeks

Development and implementation

We connected CRM, WhatsApp and Instagram, set up the sales pipeline, developed a calculator and integrated Stripe.

4
From 1 to 2 weeks

Testing and Training

We verified system operation scenarios and trained the team on new processes.

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