Visitor and Member Management System
In line with Cape Town Tourism’s Future Fit strategy, and a move away from decentralised administration, we have implemented a CRM and Data Management system called the Visitor and Member Management System (VMMS).
The main customer groups in mind during the design of the VMMS were our visitors and our local residents. Cape Town Tourism’s Visitor Strategy is recognised by the United Nations World Tourism Organisation (UNWTO) as a global best practice.
Main benefits of the VMMS to our customer groups
Industry members: The system will empower our members to manage their own product information through a member portal. We have updated the data fields to display more information about each establishment, conveying its unique selling points, and allowing the upload of up to five images for each product. This information will pull through onto www.capetown.travel, creating a web entry and a powerful online presence.
Members will be able to log into VMMS and monitor communications from Cape Town Tourism (CTT) and review their billing information in the system.
A limited online booking function is delivered in partnership with NightsBridge which we aim to broaden in future.
Team members: The VMMS will enable our Industry Services team to have a holistic view of our members’ information, including product and billing information and inventory, allowing them to resolve member enquiries speedily and efficiently.
Our Information and Reservation Consultants will have access to more detailed and updated information about our members’ products to share with visitors and will in some instances be able to check availability online for real-time booking.
Visitors: The internet is widely regarded as the predominant channel for consumers to search for and buy travel products with 95% of the connected generation reported to search for information online and 65% being influenced in their travel decisions by the online community. The VMMS will feed into our website www.capetown.travel, providing visitors to the website and would be visitors to our city with rich information about our destination, a greater selection of products to suit their needs using the search, sort and filter functionality and in some instances the opportunity to check availability and book instantly - all in one place or while dealing with a consultant.
Frequently asked questions about the VMMS:
1. How can I optimise my company’s presence on VMMS?
A phased launch of the VMMS is taking place and the various sectors of the tourism industry will receive e-mailed requests containing login details and a link to the Member Portal to update their product information in the VMMS.
Be sure to update your product information after a refurbishment, when new rooms have been added or you are extending your services. Use the image upload function to showcase your product or service; it is worth investing in a few high quality images of your business. If you are an accommodation provider who is also a NightsBridge customer, please keep your inventory and rates updated and be sure to yield in line with your occupancy levels.
Have you met with the CTT team to tell them more about your product? Invited them for an educational or a go-see to arm them with first-hand knowledge when promoting your product? Feel free to discuss a member educational with our Industry Services Coordinator, Illse Jacobs, on +27 (0)21 487 6800 or via e-mail at email@example.com.
2. How regularly will I have to update my product information on the system?
Information should be updated as soon as it changes to avoid it being displayed incorrectly on www.capetown.travel and to our team. Please ensure that all contact details are up to date to enable the CTT team to communicate with you.
The information entered will be moderated within a 48-hour turnaround time. During the launch phase of VMMS modifications will not affect your business listing on www.capetown.travel but can be viewed by clicking through to our test site after the moderation period.
3. Is the VMMS a booking engine?
No, the VMMS is not a booking engine but a CRM and data management system that offers a limited booking function.
4. What are my options in terms of online booking through the VMMS?
The ability of VMMS to provide a booking function to CTT members can be categorised along three groups at present:
a) Accommodation member who is also a client of NightsBridge
As a NightsBridge customer your rates and availability will be integrated when your account is active, pulling your availability and inventory through to VMMS and our web-site.
b) Accommodation member who is not a client of NightsBridge
Cape Town Tourism will be using NightsBridge to connect our members’ inventory directly to our portal and reservation consultants. The availability and inventory of NightsBridge customers will pull through to VMMS and our web-site once their accounts are active.
I am interested in becoming a customer of NightsBridge:
NightsBridge is an online distribution management system that acts as a bridge between the inventory and rates in your main booking system and a number of marketing channels including Booking.com, Expedia, Kulula.com and Travelport GDS (Galileo) to enable real time bookings.
CTT has an agreement with NightsBridge whereby our members will receive the software to connect your inventory with VMMS and www.capetown.travel free of charge. Please note that an additional charge will apply for a connection to the other marketing channels listed. Should you wish to take up this offer, kindly contact NightsBridge directly at firstname.lastname@example.org quoting your Cape Town Tourism membership number to qualify for the special offer.
I choose not to become a NightsBridge customer:
In the event that you opt not to use NightsBridge, our Information and Reservation consultants will continue to contact you by telephone or e-mail for your availability and best available rate in response to visitor enquiries and we will gladly receive your availability updates on email@example.com.
c) Organisations who offer tours and experiences in Cape Town and surrounds
CTT will be exploring a future partnership with ActivityBridge once this service is launched, enabling visitors to check the availability of activities online and make real-time bookings through www.capetown.travel for tours and experiences.
5. I am having difficulty uploading information – who can I speak to for support?
Please do not hesitate to contact our e-Business team for assistance on +27 (0)21 487 6800 or via e-mail on firstname.lastname@example.org