If you’ve ever struggled with managing client expectations, creating proposals, calculating prices, determining payment and cancellation terms, handling bookings, and juggling the many details of daily work at a travel agency, you are not alone. I understand this all too well. My name is Marija Mance, and I work as a travel advisor with RealCroatia, a DMC for Croatia. Like many of you, I've been in the trenches, managing endless details while striving to deliver exceptional service day in and day out.
Facing Today's Challenges as a Travel Agent
As you well know, the travel industry today is fiercely competitive. We're not only up against other agencies but also DIY booking sites and massive online travel agencies (OTAs). Our clients have countless options and expect seamless, immediate service. This means we, as travel agents, need to offer that extra level of personalization and quality that online platforms can't. What we need is more time to make this possible
We knew what we needed but simply couldn't seem to communicate it to the software developers - it was like we didn't speak the same language
For years, our team was shackled by the burden of managing bookings, preparing proposals, calculating prices, and determining payment and cancellation terms—all done manually. This process, while traditional, was both time-consuming and prone to errors. The constant switching between various tools and repetitive data entry was more than frustrating; it drained our time and shifted our focus.
Switching to TripMatrix and Taking the Leap
Like many of you, we're a lean team. Each person wears multiple hats, meaning we're often stretched thin. Our manager, Petra Gracin, always says she wants us to focus more of our time on people and less on paperwork. But she and we both knew - this was easier said than done. She did her best to find a technology solution to alleviate these pressures, but it often required extensive training and onboarding with little to show for in the end. Not many (and by that, I mean none) of us working in RealCroatia are what you might call computer freaks. We are mostly all casual users, relying on spreadsheets, email, and, yes, even paper notebooks, for running our daily operations. Over the years, our team tried out many software options and even tried to develop one custom-made for us, but our manager Petra soon discovered it was simply too expensive and that we knew what we needed but simply couldn't seem to communicate it to the software developers - it was like we didn't speak the same language.
After we were shown how to input our data and create an itinerary, I could immediately see how each feature fit into my workflow—it seemed efficient, even enjoyable
We were all quite frustrated with that—we knew what we needed, so she decided that we would give all our experiences to a major developer with experience in travel software to try and do something about it. That is how TripMatrix came to be, and RealCroatia was among the first 20 agencies to try it out.
After using the TripMatrix travel agency software platform for two months on a daily basis, I wanted to share my experience and invite you to explore whether it could enhance your agency's daily operations. I'll detail how I trained, what I found to be really helpful, and what I think still might be improved so you get a flying start if you go on with a demo and try it out.
Onboarding That Didn't Feel Like a Hassle
The first (free) demonstration we joined as a team to get a feel for TripMatrix made it clear that it is built with travel agents like us in mind. The interface was quite simple, clean, and logical. Honestly, I expected the setup to be complicated (as it often is with new software), but I was pleasantly surprised. Now, I am a bit more into using computers than my colleagues in RealCroatia, but they also managed it without a hiccup.
The interface was quite simple, clean, and logical - I was pleasantly surprised
Within minutes of the one-on-one demo, I could access all the features I was eager to explore. There was no need for lengthy tutorials or complicated setup steps, which was a relief. After we were shown how to input our data and create an itinerary, I could immediately see how each feature fit into my workflow— it seemed efficient, even enjoyable.
One thing that stood out right away was the support. Our dedicated account manager, Matej, walked me through any questions I had and provided valuable tips on how to make the most of the platform. Knowing someone was on hand to assist and offer guidance made the transition much smoother. And they have "use case" videos for most things I asked him anyway.
The Tools That Make My Day Easier
Getting my data into the system and understanding how everything worked was straightforward. I transitioned entirely to working from the TripMatrix interface in about two weeks. The few times I got stuck, my contact Matej was there to help.
Entering data for various product types, suppliers, clients, and travel templates and presenting them on your agency's website may become seamless
It felt like the system was adapting to us—not the other way around. Within days, I could see how the system would improve my daily operations. They even offered to set up our own branded website for free, but we already had one we were happy with.
Entering data for various product types, suppliers, clients, and travel templates and presenting them on your agency's website, which is integrated with the system, may become seamless. For each inquiry, I can now easily create multiple offers using templates, adapt an existing offer made for another client, or build a completely new one tailored to the client's preferences. Calculating prices and setting payment and cancellation terms for each offer is straightforward, which simplifies managing complex packages and helps me avoid situations where I might lose money due to an error.
For each inquiry, I can now easily create multiple offers using templates, adapt an existing offer made for another client, or build a completely new one
I found it most helpful that they have implemented Google Maps Integration. In a language you and I understand, once I input a new hotel, restaurant, or activity, you have to type in the name, and the system does the rest: it automatically pulls the location, images, and other relevant details. This feature also helps create visuals of routes for itineraries, and I find it most helpful, especially when the client has many interventions—it is all automated and saves a lot of time.
Building Stronger Client Relationships
The platform now handles most of our daily business processes, saving me quite a few hours each week and allowing me to focus on personal communication with clients.
The Traveller portal feature has been a real eye-opener for me. Once I generate an offer, I can send my client a link to view it. They can highlight necessary changes and communicate through the integrated chat feature. When I make the updates, I refresh the page, and the new offer is ready for reservation and payment or further modifications.
The back-and-forth email exchanges we used to rely on are gone, replaced by an easy-to-navigate Traveler portal that keeps everyone on the same page
Traveler portal - no more falling through the cracks
The back-and-forth email exchanges we used to rely on are gone, replaced by an easy-to-navigate portal that keeps everyone on the same page. It may be a simple feature, but it significantly enhances client satisfaction. Additionally, I can track the status of each offer, monitor payment statuses, and follow up with clients. This has helped me stay on top of tasks that otherwise might have fallen through the cracks.
Direct Customer Chat function allows me to communicate with customers directly through the platform, facilitating real-time engagement. Some people are just more comfortable chatting than talking, which is fine by me.
I can track the status of each offer, monitor payment statuses, and follow up with clients
Once the itinerary is agreed upon and paid in full, clients can use the Traveller Portal to download automatically generated vouchers or any manually uploaded documents needed to redeem their booked services, without searching through emails.
One of my top priorities as a travel agent is keeping client data secure while complying with industry regulations. TripMatrix takes compliance seriously, helping us meet data protection laws such as GDPR and CCPA. It's reassuring to know that my clients' information is handled securely, which is essential for maintaining their trust.
My More Efficient Workday
Automating processes and not juggling across platforms has significantly reduced human error. The saved time allowed me to dedicate more time to creating exceptional client experiences, and this reduction in workload and stress has reignited my passion for the business. But if you are happy with the time spent on personal relationships with clients at the moment and just want to spend more time popping out more itinerary offers - that's entirely up to you, I’m not judging ;).
Modern-looking 360-degree dashboard and smart search feature lets you quickly filter your data
Let's address the elephant in the room—cost. Here's what you need to know: using the TripMatrix platform is completely free, with the flexibility to cancel anytime. Sayari LLC, the company behind TripMatrix, operates on a commission basis, which they'll explain in detail during the demo. In short, if there are no sales, there are no costs.
Keeping up With the Competition
With TripMatrix, I feel I have gained a competitive edge. Its features—real-time itinerary updates, personalized CRM, and seamless, secure payment options—allow me to deliver a smooth, modern experience that rivals the most prominent online travel agencies. Our B2B partners appreciate this, frequently noting how we spend ample time with them, planning and improving their clients' travel experiences. This goes without saying when selling B2C products, too, since buyers often need more time to settle everything and tend to get easily frustrated if you don't have time for them.
Here's what you need to know: using the TripMatrix platform is completely free, with the flexibility to cancel anytime. You only pay commision. If there are no sales, there are no costs!
A big plus is that the transition to using TripMatrix usually takes just a few weeks instead of months.
I'd like to see the integration of flights into the itinerary, but TripMatrix said that they are developing it. It's nice to see that they take our input seriously without asking us to finance everything ourselves.
I suggest you book a free demo of TripMatrix. In just under an hour, you can decide if it is a good fit for you, as it was for us at RealCroatia.