Customer Relationship Management - NewBook - powering smart business

Customer Relationship Management

Customer Relationship Management

Effectively managing your customers is a key factor to the success of your business. There are often many businesses who provide similar services so you need to stand out in order to win a customer’s business.

NewBook provides you with all the tools to efficiently manage your sales processes and customer service so you can spend less time on administration tasks and more time taking care of your customers.

Equipment

NewBook makes it easy to manage equipment you have in stock. If you sell second-hand items, such as boats and cars you can store seller information, dimensions and notes which is helpful when you receive an enquiry. You can even use Equipment to create a database of owners and equipment in your local in case anyone ever needs it.

Support Requests

NewBook’s support requests allow you to provide your clients with a professional support system that’s easy to track and monitor communication. It’s easy to sort, filter and assign support requests and emails will be stored against a client’s account for future reference.

Jobs

It’s easy to keep track of billable hours using NewBook Jobs. Whenever your staff complete work for a client you can create a job so you can work out how long they spent on the job and which rate you’d like to charge. Once the work is complete, or at the end of a billing period you can quickly and easily invoice your client, knowing that labour is up to date.

Projects

Managing your projects in a central place allows you to keep track of assigned tasks, time tracking and budgets. You can create, assign and schedule tasks as well as automatically send and receive notifications when work has been completed.

Global Search

You can find anything in NewBook using Global Search, which is great if you’ve forgotten where to find something! Results will be displayed in by category so you are able to see where you can find the information next time.

Tills

You can create as many tills as you need to help you keep track of your money. Entering the till float into NewBook instead of manually writing figures makes it easier to monitor your cash and keeps your staff accountable.

Template Management

You can create a wide range of templates in NewBook instead of manually entering the same information each time you need it. Email templates, vouchers, invoices and tasks are just a few kinds of templates you can customise and save. Keep your designs simple or create full html templates with your brand’s colours and images; the choice is yours.

Create a wide range of templates

  • Email templates
  • Tasks
  • Images
  • Gift Vouchers
  • Notes
  • Invoices & Receipts

Templates are fully customisable to suit your business and are designed to speed up or automate daily tasks and improve accuracy. Once set up, NewBook will automatically fill in the correct details, such as name, contact details, booking or job details.

Save time by creating templates you can use over and over. You can create professional designs for gift vouchers which guests and clients will be proud to receive. Streamlining your invoices and emails will give you confidence that details are always correct, reducing the amount of time you’ll spend on administration.

Users, Profiles & Privileges

You can set up as many NewBook users as you like so each staff member has their own, unique login. Users can customise their dashboard to really make it their own; they can save frequently used modules as favourites and can even change the colour of NewBook! We recommend logins aren’t shared amongst teams so you can check the Audit Log if you’re unsure who has made changes in the system. You have full control over which modules users can access, meaning you can restrict access to those who actually need it.

Training

All of NewBook’s trainers are industry experts and have a hospitality and tourism background. They are fully qualified to help you on your NewBook journey, whether you’re just starting out or you’re wanting to learn about the latest features. No query is too big or small; the whole team is ready to assist. You can choose whether a NewBook trainer comes to your business or whether you’d prefer remote training, using TeamViewer.

You’ll be provided with a demo account so you can practice using tools and new features without the risk of making undesired changes in your live account. You’ll have this demo account forever which is very handy for training new team members.

Text Messaging

Send a wide range of personalised, automated SMS messages to your guests to build rapport and keep them informed. 90% of guests view their SMS messages within three minutes, meaning it’s one of the best ways to communicate with them. NewBook’s in-built marketing system allows you to create and send targeted email and SMS campaigns. With numerous email templates to choose from and your contact lists already in NewBook, you’ll be sending creative and influential sales and marketing content in no time.

Task Management

NewBook can automate administration tasks and schedule jobs to help your business run more efficiently. Automatic alerts, reminders and triggers will make sure you and your staff never forget when a tasks due. You can quickly assess and change task allocation using the Task Chart to adjust job priorities and manage changes in staff.

Surveys

Surveys at a Glance

  • Automated Surveys
  • Automated Replies
  • Overall Score
  • Internal Notifications
  • Detailed Reports

Surveys are a great way to gather information about your business so you can celebrate strengths and find out which areas you might need to improve on.

NewBook has a built-in feature where you can customise and send automated surveys to your clients once a job is complete. Set up automated replies based on their overall rating and show them that you appreciate their feedback. Use the reports to view high-level statistics or drill down into specific information when you need to.

Support

NewBook offers a wide range of support packages, giving you the flexibility to choose what suits you best. Any time you submit a support request or call the support line, you’ll be looked after by NewBook experts who are developing the system and training clients every day. Sometimes it’s easier to show you what to do rather than just explain things, so you might be asked to download TeamViewer so the support team can use remote access to assist you. This is a great way for you to learn what to do if the issue occurs again in future. There’s also the Knowledge Base, a library with over 500 self-help guides but if you’d prefer to talk to a friendly training or support team member, they’re just a short phone call away and are ready to help with all of your questions.

Surcharges

Never be out of pocket – you can add a credit card surcharge to cover your costs of offering an online payment option. Give your guests confidence that credit card payments are taken safely and securely by allowing them to fill in their own credit card details using their preferred payment method.

Scheduled Reporting

Schedule Key Reports

  • Revenue
  • Client Account Balance
  • Occupancy
  • Leads
  • Tasks

Stay up-to-date about all aspects of your business without the hassle of manually running your reports.

You can easily schedule any of NewBook’s reports and choose who receives them, when. Instead of multiple staff generating the same report, why not provide them with the information they need without even lifting a finger!

Setup

NewBook has a range of training and support packages so you can choose the best options for your timeline and budget. You can either set up and customise your account or NewBook’s specialist in-house team can do it all for you. To ensure you have all the knowledge to make the most of NewBook and its extensive features, it’s recommended that you have some training before you go live. This will also ensure you have the best possible on-boarding experience. Looking to switch from a different PMS or CRM provider? NewBook seamlessly migrates your data, making it easy to begin your NewBook journey without losing your past. Learn more

Rostering & Induction

Managing staff is a big job and involves a lot of organisation. In order to have a productive team you need to ensure you’re providing your staff with all the tools and resources they need to succeed. NewBook helps you keep your staff organised with minimal effort.

Effective Rostering

  • Add Staff
  • Create Shifts
  • Department Reporting
  • Easily Swap Shifts

Rostering staff isn’t easy as there are often many changes due to turnover and external commitments. NewBook’s Staff Shifts makes it easy to add and assign shifts.

You can even make drag and drop changes to the Shifts Chart to switch shifts between your staff! It’s easy to keep track of how many hours each role requires; you can see a breakdown of rostered hours by role and staff member which is great for estimating wages and forecasting future requirements.

Induction is a really important part of any business as it teaches staff about your company, values and procedures. If your staff receive an organised welcome to your business they’ll have a great first impression and will be able to quickly and effectively learn their role.

With NewBook’s Training and Testing tool, you can create as many induction tests as you like, which helps your staff learn about all aspects of your business. Staff can sit tests relevant to their department, such as reception, account manager or housekeeping and you can use the reports to see test scores, who has completed tests and you can even leave comments on tests that staff can review.

Staff Induction

  • Induction Tests
  • Induction Feedback
  • Teach Values & Procedures
  • Test Feedback

NewBook Drive

Storing files in NewBook Drive makes it quick and easy to find your documents when you need them. Since NewBook is in the cloud, you can access NewBook Drive anywhere, anytime on any device!

You can store anything you like, whether it’s documents, images or audio files.

NewBook Drive is great for storing important client documents in one convenient place. If you’re organising an event, you can save floor plans and place cards in your function bookings, making it quick and easy to work on your events’ finer details. To help with guest security management, you can store passport copies against guest and booking profiles.

Secure Document Storage

  • Quotes
  • Agreements
  • Images
  • Audio Files
  • Floor Plans

Marketing Campaigns

NewBook’s in-built marketing system allows you to create and send targeted email and SMS campaigns. With numerous email templates to choose from and your contact lists already in NewBook, you’ll be sending creative and influential sales and marketing content in no time. You can use some of NewBook’s tools to give you insights into what your clients are interested in. Surveys and Google Analytics data are sure to help you come up with some great marketing campaign ideas.

Gather Great Ideas

  • Google Analytics
  • Previous Marketing Campaign Statistics
  • Popular Specials
  • Surveys

You can use some of NewBook’s tools to give you insights into what your clients are interested in. Surveys and Google Analytics data are sure to help you come up with some great marketing campaign ideas.

NewBook’s marketing campaign module is quick and easy to use; you can create and send a campaign in just 5 minutes! You can create beautiful emails by customizing the templates – changing the branding and adding images will really make them your own.

Subscriptions

Easily manage ongoing fees and charges by creating subscriptions with automatic invoice generation. Perfect for handling annual charges, such a web hosting or group affiliation fees, simply set the billing dates and watch your invoices send automatically - you’ll never have to manually raise invoices again!

Lead Management

Efficient Lead Management results in higher conversation rates and more revenue for your business. NewBook CRM automates Lead assignment and follow up so you can focus on quoting and securing new business, rather than spending time on manual administration tasks. Understanding where your leads are coming from will give your business greater success as you’ll be able to enhance or change your sales strategy to focus on your most successful channels.

Organize Your Leads

  • Automated Lead Assignment
  • View Your Pipeline
  • Document/Contract Signing

You can easily see an overview of your potential business and revenue so you can work out whether to pursue some new opportunities or maintain your existing pool of leads.

NewBook gives you the control to manage leads however you like. You can maximize your teams’ skill sets by assigning leads based on a staff member’s location or position, or choose to use the round-robin method to keep the number of leads even.

You can score each lead so your staff can prioritize their work and dedicate their time to the best leads. 

NewBook allows you to create a range of automated follow ups, such as creating tasks, sending emails and notifications so your staff can easily manage their leads in a timely manner and focus on what matters most.

Maintain Your Leads

  • Score Your Leads
  • Automated Follow Up
  • Task Management

Inbound Emails & SMS Inbox

NewBook can receive and store emails and SMS, making it easy to communicate with your guests and respond in a timely manner. Messages will automatically be assigned to bookings, guests and other areas of the system so there’s no need for you to manually add any messages. You can configure multiple email addresses in NewBook to correspond with your existing email setup.

Google Analytics

Do you know where your business is coming from? Google Analytics is great for measuring website traffic, social media activity, SEO and ad revenue. By tracking and analyzing your clients and guests’ online movements you can work out where your strengths and weaknesses are and where the majority of your business is coming from. NewBook’s integration with Google Analytics allows you to track the number of clients or guests visiting your website without having to log in to your Google Analytics account.

Facility Hire

Let NewBook help you get the most out of your facilities. Keeping your facilities well maintained and listing all the relevant information will allow you to maximize bookings and increase your earning potential.

Organize your Facilities

  • Conference Rooms
  • Facilities
  • Categorize Inventory
  • Hire Costs
  • Availability
  • Maintenance

Recording important information about your facilities, such as features, hire costs and location will enable your staff to upsell these optional extras.

You’ll also be able to quickly monitor availability and keep track of your inventory. Scheduling regular maintenance and servicing will ensure your facilities are always at the highest possible standard, prevent unnecessary outages and improve your inventory life cycle.

Email Marketing

Marketing Campaigns

  • Newsletters
  • Company Updates
  • Promotions

NewBook provides a powerful and unique email marketing solution which allows you to set up and send a campaign in just 5 minutes! With easy to use templates you can create beautiful emails – change the branding and add images to really make them your own.

Email marketing is great for increasing your brand awareness so your business is front of mind when your customers need your services next. Create a marketing campaign and target customers with different promotions and useful information to help increase repeat business.

Deposits

Offer your guests the option to pay deposits for their reservation instead of full prepayment. Guests don’t like parting with their money before they need to, so taking a deposit offers them flexibility while getting some revenue on your books.

Customer Portal

Give your clients control and let them manage their own accounts. Clients can log in to NewBook to see their account balances, pay bills, print and email their invoices. You’ll save time resending bills and taking payments as clients can do it all for themselves!

Credit Card Gateways

Get paid faster by offering credit cards as a payment option. Connecting a credit card payment gateway to NewBook allows you to instantly take payments for your services. NewBook has integrations with several payment gateways, giving you the flexibility to choose your preferred payment gateway provider.

Commission Management

NewBook CRM gives you complete control with a fully integrated Commission Management system. Structure your commissions by teams, departments, individuals or performance tiers and offer percentages or fixed values. Accounts can even be shared between staff so you can reward everyone who worked on a sale.

Automated Contact

NewBook’s powerful email solution enables you to send a wide range of correspondence, from quotes to confirmation and cancellation emails. Best of all, you can store all communication in one place to easily keep track of SMS and emails.

Send a Wide Range of Correspondence

  • Quotes
  • Confirmation Emails
  • Cancellation Emails
  • Newsletters
  • Promotions

You can create and send a wide range of correspondence in order to keep your guests and clients informed.

For the budding designer, you can create your own templates to give your emails your brand’s look and feel. Or, if you prefer, use a template that NewBook provides.

Audit Log

NewBook features an in-built audit log which allows management level staff to track all changes made in the system. Details such as the change, date of change and staff member involved are all logged so you have peace of mind that you can access this information if you need to.

Asset Management

NewBook’s Asset Registration tool makes it easy to organize and maintain your assets and inventory. Understanding how your assets are used and maintained can improve efficiency and save you time and money in the long run.

Record Important Information

  • Serial Numbers
  • Model Types
  • Tag Numbers
  • Service and Repair Dates
  • Location

Recording important information about your assets makes it easier to maintain and take care of your inventory as you’ll never miss a service.

NewBook offers you the flexibility to choose how you would like to categorize your assets – keeping electronics in one category makes it easy to keep track of your inventory. It also helps you to compare performance and lifespan of items, such as air-conditioning units. Being able to attach files to your assets means your receipts will be there when you need them.

BPAY

Taking online payments is fast and easy with NewBook’s BPAY integration. When your client pays via BPAY, you’ll have the money in your account on the next Banking Business Day. BPAY helps reduce administration and keeps overheads down so your staff can focus on other areas of your business.

Invoicing

Stay on top of your cash flow with NewBook’s automated invoicing. Instead of manually sending invoices you can set up direct debit billing and automatic reminders to help you receive your money sooner.

Goals

Keep an eye on how your business is tracking by creating goals. You can set targets for many different areas of your business, such as the amount of revenue each GL Account receives, net promoter score, number of bookings placed and occupancy. Once you’ve activated your goals they’ll appear on the Front Desk so you can easily see how you’re tracking.

Custom Fields

Increase the amount of information you store about your clients and guests in NewBook by creating custom fields. This is helpful if you’d like to record serial numbers, ABN details or other miscellaneous information in a personal or company profile.

Create Custom Fields in NewBook

  • Lead Information
  • Guest Information
  • Quotes
  • Contact Templates
  • Signable Documents

You can create custom fields almost anywhere in NewBook if you need to add extra information about your clients or guests.

You can create custom fields almost anywhere in NewBook if you need to add extra information about your clients or guests.

Staff Reporting

NewBook has created several reports to help you monitor your staff’s performance. You can view the number of bookings each staff has cancelled over a certain period, tariff overrides, task completion statistics and much more. Recognising and rewarding your team couldn’t be easier! If you need to check when changes have been made in NewBook or who made them, don’t forget you can check the Audit Log for details.

Net Promoter Score Report

Once a guest has checked out of your property you can text or email them a pre-survey question which contributes to your Net Promoter Score, allowing you to gain an understating of overall customer satisfaction. You can view your Net Promoter Score over a short or long term date range, depending on the period you’d like to review.

CRM Multi Currency Support

Servicing international clients is easy with NewBook’s Multi-Currency Support. You can choose which currencies you’d like to offer and NewBook will update the exchange rate daily, giving you confidence your clients will always pay the correct amount. Reporting is easy; select whether you’d like to look at financial reports in your local or international currency.

Purchase Orders

Creating a purchase order makes it easy to track your expenditure and double check the items you receive against your order. They are also very useful if you sell goods and services; once you’ve made a sale, you can turn a quote into a purchase order so you can buy the items you require for your client. Once you receive your fulfilment NewBook will automatically update your stock levels.
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