CRM System for Ticket Bookings

Project Overview
The CRM system is designed to help our staff efficiently manage ticket bookings, payments, follow-ups, and customer details. The admin will have full control over approvals, reports, and analytics to ensure smooth operations. The system will also include advanced follow-up management with call tracking and recording features.
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Key Features & Workflow
1. Booking & Follow-Up Management
• New Booking Entry:
o Staff can enter a new booking into the system.
o Once entered, staff cannot delete any data related to the booking.
• Status Change to Follow-Up:
o After entering a new booking, staff can only change the status from "Lead" to "Follow-Up".
o Staff can perform multiple follow-ups with the customer.
• Follow-Up Tracking:
o The number of follow-ups is displayed next to the customer's name.
o Each follow-up entry includes:
 Last Follow-Up Time: Timestamp of the most recent follow-up.
 Call Duration: Duration of the call (if applicable).
• Direct Calling from CRM:
o Staff can directly call customers from the CRM by clicking the customer's phone number.
o The system will automatically redirect to a third-party calling app (e.g., Phone App, WhatsApp, etc.).
• Call Recording:
o Every call made through the CRM is automatically recorded and stored in the cloud.
o Call recordings are linked to:
 Customer Name
 Mobile Number
o Access Control: Only the admin can preview or access the call recordings. Staff cannot view or download recordings.
• Advance Payment:
o Once an advance payment is made, the booking status changes to "Pending".
o After advance payment, staff cannot make any changes to the booking details or status.
• Admin Approval:
o Only the admin can approve the booking after verifying the advance payment.
o After approval, the booking status changes to "Advance" and is sorted by the upcoming booking date.
2. Passenger Details Collection
• After an advance payment, customers receive a link to fill in passenger details (for 5, 10, 15, or 25 passengers).
• Details include Name, Age, Gender, and ID Proof (if required).
• Admin can view the passenger list when checking upcoming bookings.
3. Automated WhatsApp Booking Message
• When a new booking is entered, the system generates a pre-filled WhatsApp message with:
o Booking details (Route, Train, Class, Price)
o Advance payment details
o Terms & Conditions
• Redirects to WhatsApp for sending.
• Includes an Auto-Copy feature in case WhatsApp is unavailable.
4. Payment & Finance Management
• Tracks payments, including advance and pending amounts.
• Supports multiple payment modes (UPI, Bank Transfer, Cash, Card).
• Sends auto-payment reminders for due amounts.
• Tracks commissions and refunds (if applicable).
5. Customer Profile & History
• Each customer profile displays:
o Customer query date
o Upcoming booking date
o Passenger list
6. Notifications & Alerts
• Pop-up notifications when staff or admin logs in, showing all bookings for the next day.
• Booking status notifications (Confirmed, Payment Reminder, etc.).
7. Reporting & Analytics
• Follow-up reports: Track customer engagement.
• Payment reports: Show pending and completed payments.
• Upcoming booking reports: Staff can see scheduled trips.
• Insights into sales & performance (Sector-wise & Staff-wise).
8. User Roles & Security
• Role-Based Access Control (RBAC):
o Staff can add bookings and update follow-ups/payments, but only the admin can approve payments.
• Secure login system for Admin & Staff.
9. Web & Mobile App Requirements
• Web-Based CRM: Accessible on desktop and mobile browsers.
• Mobile App: Available for Android & iOS for on-the-go access.
• Intuitive UI: Clear sorting options for Follow-Up, Pending, and Advance tabs.
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Key Rules:
• No Deletion: Staff cannot delete any booking data once entered.
• Limited Edits: Staff can only change the status from "Lead" to "Follow-Up" before an advance payment is made.
• No Changes After Advance Payment: Once an advance payment is made, staff cannot edit or modify any details.
• Admin Control: Only the admin has the authority to approve bookings, access call recordings, and make final changes.
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Deliverables:
1. Web-Based CRM: Fully functional CRM accessible via desktop and mobile browsers.
2. Mobile App: Android and iOS apps for on-the-go access.
3. Call Recording Integration: Cloud storage for call recordings with admin-only access.
4. Automated WhatsApp Messaging: Pre-filled WhatsApp messages with booking details.
5. Reporting Dashboard: Comprehensive reports for follow-ups, payments, and bookings.