Case Study · Travel & Hospitality · CRM Development

Airfares Don't Wait. Neither Did This CRM.

A heavily customized SugarCRM built for travel agencies: two consumer flight-shopping sites, flyinfinite.com and flightsnap.com, feeding one real-time pipeline where quote requests reach an agent in seconds, and every call, contract, and email lands in the same record automatically.

SugarCRM CustomizationReal-Time Web-to-LeadWeighted Round RobinTelephony IntegrationMulti-Brand Pipeline

2 Storefrontsflyinfinite.com and flightsnap.com, one shared pipeline

6 IntegrationsTelephony, DocuSign, Gmail, AdWords and more, in one system

Real-TimeQuote requests reach an agent the moment they're submitted

The Challenge

A cheap fare has a shelf life measured in minutes

FlyInfinite runs two consumer flight-shopping sites, each generating “Flight Quote Request” leads packed with real itinerary detail: departure and return cities, travel dates, cabin class, and passenger count. But a quoted fare is only good for as long as it holds, and the agents handling the callback can't wait for someone to notice a new lead sitting in an inbox.

Off-the-shelf CRM software had no concept of any of this. Every website lead risked sitting untouched until a rep happened to look, and every phone call, contract, and confirmation email was tracked outside the system, one more manual step bolted on around the CRM rather than built into it.

Every minute cost a fareQuote requests from flyinfinite.com and flightsnap.com landed in inboxes and spreadsheets, not directly with an agent, so cheap fares often expired before anyone called back.

Two storefronts, no shared pipelineflyinfinite.com and flightsnap.com leads lived in separate silos, with no common view of volume, source performance, or agent workload.

Leads couldn't find the right agentWithout performance-weighted routing, a new quote went to whichever rep was next in line, not the one most likely to close it.

Every touchpoint re-typed by handPhone details, contracts, and confirmations were tracked outside the CRM, so agents, customers, and admins rarely had the same picture at the same time.

The Solution

Research, phone, purchase: one system the whole way through

A customized SugarCRM build, branded FlyInfinite CRM, threads every stage of the funnel together, so a lead never has to be re-entered, re-explained, or re-found.

Step 1

ResearchA traveler compares fares on flyinfinite.com or flightsnap.com and submits a Flight Quote Request: departing from, traveling to, dates, class, and passenger count. The lead lands in FlyInfinite CRM instantly, tagged by source site, and is routed through weighted round robin, where each agent's weight rises with the revenue they generate, so top performers receive more leads, not just whoever's next in line.

Real-time web-to-leadWeighted round robin

Step 2

PhoneThe lead lands in the assigned agent's queue, who must accept it and call the traveler back within 10 minutes. Miss the window, and the system automatically reassigns the lead to the next agent in the weighted round robin queue, so a slow response never costs the business a fare. The accept, timeout, and reassignment logic was custom-built entirely inside SugarCRM, and the callback itself is placed through the CRM's Vocalocity-integrated dialer, logging straight to the lead record.

10-minute callback SLAAuto-reassignment on timeout

Step 3

PurchaseThe agent builds the opportunity, fare, currency, sales stage, probability, close date, directly on the lead. Every follow-up email threads automatically into the record through Gmail integration, so the conversation history never lives in someone's personal inbox.

Gmail syncOpportunity tracking

Step 4

ConfirmedThe contract goes out for signature through DocuSign, and the moment it's signed, automated notifications fire to the agent, the customer, and administrators. Google AdWords offline-conversion tracking closes the loop back to the campaign and keyword that started it.

DocuSign integrationAdWords offline conversion

One CRM, Two Storefronts

Separate brands. Shared pipeline.

FlyInfinite CRM keeps lead and opportunity records from each site distinct, so performance can be measured brand by brand, while both run through the same agents, the same round robin, and the same reporting.

flyinfinite.com

Own lead-source tag on every record it generates

Own Google AdWords offline-conversion loop, back to campaign and keyword

Own Flight Quote Request funnel and call-in numbers

flightsnap.com

Same distinct tracking, kept fully separate from flyinfinite.com

Own AdWords conversion loop, measured on its own merits

Own funnel, same CRM, same pool of agents

The Results

From two disconnected sites to one connected desk

Spreadsheet hand-offsquote requests routed by hand between two sites

Real-time web-to-leadEvery request from either site lands on an agent's screen the moment it's submitted

Next-agent-in-lineassignment blind to who actually converts

Weighted round robinLeads distributed by performance, so top-closing agents carry more of the pipeline

Calls, contracts, email: 3 systemstracked separately, rarely in sync

One connected recordVocalocity calls, Gmail threads, and DocuSign contracts attach to the same lead and opportunity automatically

Built to close the loop, not just the sale. Because every lead carries its original source and every booking reports back to Google AdWords as an offline conversion, marketing spend gets judged against fares actually sold, not clicks or estimated intent.

Chasing leads across two sites and a dozen tools?

If your team is juggling web leads, phone calls, contracts, and email across systems that don't talk to each other, let's talk about building the one that does.

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