How the sales pipeline works

Every sale follows the same road: an enquiry becomes a lead, the lead gets a quotation, and the option the customer chooses becomes a booking. The system links the three, so you never type the same details twice and you can see where sales are won or lost.

From enquiry to booking

Take Sara, who sends a WhatsApp message: "Georgia in December for 4?"

1. Lead. You add her on Leads in ten seconds: name, mobile, request. She lands in the first stage, New.
2. Reply. You call her. The call from her lead counts as the first reply, and you move her to Contacted, then Interested.
3. Quotation. You press Make a quotation. Sara becomes a customer and you build two or three options side by side. When you send it, her lead moves to Quotation sent by itself.
4. Choice. Sara opens the link and chooses option B, or tells you on the phone.
5. Booking. You turn option B into a booking. Customer, travellers and price carry over, the lead moves to Booked, and the money side starts on the booking.

If Sara says no, you mark the lead as lost with a reason, such as Price too high.

The stages

The stages are the columns of the board. A new agency starts with these, in this order:

You can rename, reorder, add or switch off stages in Settings → Lists → Lead stages. Two stages have a special role:

• The booked stage: the one with This stage means the customer booked ticked. A lead that reaches it counts as booked, its card turns green and the system offers New booking. Moving the lead out of it makes it open again.
• The quotation sent stage: the one leads move to when a linked quotation is sent. It never moves a lead backwards: a lead already in Follow-up stays there.

The first reply

The faster you answer, the more you sell. The system notes when someone first replies to each lead: the first call or WhatsApp message from the lead's panel, the first note, the first stage move, or the first quotation sent. Until then, the card shows No reply yet and the panel shows how long the lead has been waiting.

Average first reply on the leads board shows the average for leads added in the last 90 days. Click it to compare team members.

Conversion

Conversion is the share of this month's leads that booked this month: Booked divided by Leads this month. If many leads from last month book this month, it can read high; it never shows more than 100%.

Lost reasons

Each lost lead has a reason from your list in Settings → Lists → Lost reasons. A new agency starts with Price too high, Dates did not suit, Booked elsewhere, Stopped replying and Other. The reasons appear in the lead list, the Excel export and the leads reports, so you can see, for example, that most lost leads say the price was too high.

Who sees what

• Each person sees the leads and quotations of the branches they work in.
• Viewing leads, managing leads, creating quotations and creating bookings are separate permissions, set in Team and roles.