---
title: "CRM & Communication — a 360° view of every guest ·…"
url: https://flexibooking.com/modules/crm-communication
description: "Customer profiles, segments and transactional + marketing emails — built into the same booking flow your team already uses."
lang: en
---

Skip to main content

CRM & communication

# See every guest's full history. Send offers that actually fit.

See the CRM: https://flexibooking.com/demo
Read the privacy guide: https://flexibooking.com/legal/privacy

wp-admin/crm

CRM · Contact 360°

Live

MR

Marco Rossi Contact

Subscribed

Joined · May 17, 2023

First name Marco

Last name Rossi

Email marco.r@studio.it

Phone +39 320 145 7788

Tags

VIP Returning + Add

Coupons

WELCOME10 GIFT50

Purchased

Tuscany Wine Tour E-Bike Rental · 2d

Orders

Total Total orders

7

Spent Total spent

€1,284

Last Last order

#8511 ↗

Avg. Avg. value

€183

Recent

#8511 12 Apr €212

#8442 03 Mar €96

#8307 18 Feb €340

What it changes

## Generic emails get ignored — context wins replies

Disconnected mailing tools mean your team copies and pastes guest data, miss-sends offers and risks GDPR mistakes. We bring CRM and messaging into the booking system so context flows automatically and consent is always tracked.

+34%

Email open rate

+19%

Repeat-customer revenue

100%

Consent traceability

How it works

## Profiles fill themselves while you operate

1. ### Profiles build automatically
   Each booking, modification and message updates the customer record without manual entry.
2. ### Segment with confidence
   Save reusable segments and preview audience size before you send anything.
3. ### Send + measure
   Use built-in templates or your own HTML; track opens, clicks and bookings attributed to each send.

What's inside

## A communication suite that knows your guests

All features (https://flexibooking.com/features?module=crm-communication)

### 360° customer view

See identity, preferences, history and lifetime value on one screen — no more digging through three tools to remember who someone is.

Explore
https://flexibooking.com/features/customer-360

### Unified booking & sales history

Every booking, payment and message in one ordered timeline so any teammate can pick up the conversation in seconds.

Explore
https://flexibooking.com/features/booking-history

### Open-date gift vouchers

Sell the gift today, let the recipient pick any future date — cash up front, redemption tracked automatically, zero spreadsheets.

Explore
https://flexibooking.com/features/open-date-vouchers

### Branded transactional emails

Confirmations, reminders and change notices that look like you — sent automatically, so guests stop asking "what time again?"

Explore
https://flexibooking.com/features/transactional-email

### Segmented email & SMS campaigns

Send the right offer to the right segment — repeat guests, cart abandoners, VIPs — without burning the whole list.

Explore
https://flexibooking.com/features/segmented-campaigns

### Booking on request

Capture leads for tailor-made experiences with a structured request flow — payment is taken only when you confirm.

Explore
https://flexibooking.com/features/booking-on-request

Business benefits

## Why teams choose this module

- More repeat revenue
  A unified guest profile makes second and third bookings the natural next step — repeat customers cost a fraction of new ones.
- Less manual messaging
  Templated pre-stay, post-stay and review flows replace the daily copy-paste from the inbox, freeing front-office staff for high-value conversations.
- Faster, consistent responses
  A shared team inbox keeps response time under two minutes during business hours and ensures every guest gets the same standard of care.
- GDPR you can prove
  Versioned consent, audit logs and one-click export or erasure turn data-protection requests from a fire drill into a routine task.
- Insights without a data team
  Lifetime value, segment health and review sentiment surface on the same screens used by operations — no SQL, no separate BI license.
- Channel parity for OTA guests
  OTA bookings build the same guest record as direct ones, so post-experience marketing and reviews work for every channel — not just for guests who booked you directly.

Use cases

## For teams that care about who comes back

Customer success

### Repeat-guest experience

VIP guests deserve recognition but team has no shared profile.

Outcome

Lifetime value badge + visit history makes every interaction personal.

Marketing

### Win-back campaign

Wants to re-engage guests who haven't booked in 12 months.

Outcome

Dynamic segment + targeted offer drives measurable repeat revenue.

Legal & ops

### GDPR audit

Needs to prove consent for every marketing email sent.

Outcome

Per-customer consent ledger exports in seconds with full provenance.

Customer stories

## Teams already running this module in production

Cantina del Borgo

### From two booking tools to one workflow.

A family-owned winery replaced a Wix widget plus a manual planner with FlexiBooking, cutting admin time and lifting direct revenue in one season.

Read the story
https://flexibooking.com/customers/cantina-del-borgo

Spa del Lago

### A planner the front desk actually opens.

A boutique spa replaced a generic SaaS booking system with FlexiBooking and gave the front desk a tool that fits how they really work.

Read the story
https://flexibooking.com/customers/spa-del-lago

Frequently asked questions

## Common questions

Can I keep using my current email provider?

Yes — bring your own SMTP or transactional email provider and we route sends through your account, with delivery analytics in one place.

How are consents managed for marketing emails?

We track opt-in source, timestamp and policy version; unsubscribe is one click and instantly synced.

Can the team see all guest interactions in one place?

Yes — every booking, message and email lands on the customer profile with full context.

## Communication that comes with context

In 30 minutes we walk you through the CRM, segments and a real automated campaign.

See the CRM live: https://flexibooking.com/demo
Talk to us: https://flexibooking.com/contact

Pairs well with

## Keep exploring the platform

- ### Marketing Automation
  Recover revenue, upsell smarter, price dynamically.
  Explore
  https://flexibooking.com/modules/marketing-automation
- ### Booking Engine
  A native booking engine, built for WordPress.
  Explore
  https://flexibooking.com/modules/booking-engine
- ### Service Management & PMS
  Plan resources, services and prices in one place.
  Explore
  https://flexibooking.com/modules/service-mgmt-pms

Go deeper

## Guides, real-world cases and useful links

article · 6 min read

### A 7-day playbook to reduce no-shows

The exact pre-stay journey we ship with FlexiBooking customers — and the numbers behind it.

Explore
https://flexibooking.com/resources/reduce-no-shows-7-day-playbook

### Related capabilities

- #### Customer 360 profiles
  Read the feature page.
  https://flexibooking.com/features/customer-360
- #### Marketing automation
  See the automation module.
  https://flexibooking.com/modules/marketing-automation

Pain-points solved

## CRM & Communication for every challenge

- ### Reduce no-shows
  Pre-stay flows that turn confirmations into attendance.
  CRM & Communication for Reduce no-shows
  https://flexibooking.com/pain-point/no-shows/with/crm-communication
- ### Replace manual bookings
  Phone, email and walk-ins — captured in the same system.
  CRM & Communication for Replace manual bookings
  https://flexibooking.com/pain-point/manual-bookings/with/crm-communication
- ### Recover abandoned carts
  Bring back the buyers your checkout almost converted.
  CRM & Communication for Recover abandoned carts
  https://flexibooking.com/pain-point/abandoned-carts/with/crm-communication
- ### Handle booking-on-request enquiries
  Offer a real online enquiry workflow without losing control of availability.
  CRM & Communication for Handle booking-on-request enquiries
  https://flexibooking.com/pain-point/on-request-bookings/with/crm-communication

## Structured data

```json
[
  {
    "@context": "https://schema.org",
    "@graph": [
      {
        "@type": "Organization",
        "@id": "https://flexibooking.com/#organization",
        "name": "FlexiBooking",
        "url": "https://flexibooking.com/",
        "logo": "https://flexibooking.com/flexibooking-mark.png",
        "sameAs": [
          "https://www.linkedin.com/company/flexibooking",
          "https://twitter.com/flexibooking"
        ]
      },
      {
        "@type": "WebSite",
        "@id": "https://flexibooking.com/#website",
        "url": "https://flexibooking.com/",
        "name": "FlexiBooking",
        "publisher": {
          "@id": "https://flexibooking.com/#organization"
        },
        "inLanguage": [
          "en",
          "it"
        ]
      }
    ]
  },
  {
    "@context": "https://schema.org",
    "@graph": [
      {
        "@type": "Organization",
        "@id": "https://flexibooking.com#organization",
        "name": "FlexiBooking",
        "url": "https://flexibooking.com",
        "logo": {
          "@type": "ImageObject",
          "url": "https://flexibooking.com/og-default.jpg",
          "width": 1200,
          "height": 630
        },
        "sameAs": [
          "https://www.linkedin.com/company/flexibooking",
          "https://twitter.com/flexibooking"
        ]
      },
      {
        "@type": "WebSite",
        "@id": "https://flexibooking.com#website",
        "url": "https://flexibooking.com",
        "name": "FlexiBooking",
        "publisher": {
          "@id": "https://flexibooking.com#organization"
        }
      },
      {
        "@type": "WebPage",
        "@id": "https://flexibooking.com/modules/crm-communication#webpage",
        "url": "https://flexibooking.com/modules/crm-communication",
        "name": "CRM & Communication — a 360° view of every guest",
        "description": "Customer profiles, segments and transactional + marketing emails — built into the same booking flow your team already uses.",
        "inLanguage": "en",
        "isPartOf": {
          "@id": "https://flexibooking.com#website"
        }
      },
      {
        "@type": "BreadcrumbList",
        "itemListElement": [
          {
            "@type": "ListItem",
            "position": 1,
            "name": "FlexiBooking",
            "item": "https://flexibooking.com/"
          },
          {
            "@type": "ListItem",
            "position": 2,
            "name": "Modules",
            "item": "https://flexibooking.com/modules"
          },
          {
            "@type": "ListItem",
            "position": 3,
            "name": "CRM & Communication",
            "item": "https://flexibooking.com/modules/crm-communication"
          }
        ]
      },
      {
        "@type": "SoftwareApplication",
        "@id": "https://flexibooking.com/modules/crm-communication#software",
        "name": "CRM & Communication — FlexiBooking",
        "applicationCategory": "BusinessApplication",
        "applicationSubCategory": "Booking software",
        "operatingSystem": "Web",
        "description": "Customer profiles, segments and transactional + marketing emails — built into the same booking flow your team already uses.",
        "url": "https://flexibooking.com/modules/crm-communication",
        "inLanguage": "en",
        "featureList": [
          "360° customer profile",
          "Dynamic segments",
          "Transactional emails",
          "Marketing campaigns",
          "GDPR-ready consents",
          "Unified inbox"
        ],
        "provider": {
          "@id": "https://flexibooking.com#organization"
        },
        "isPartOf": {
          "@type": "WebPage",
          "url": "https://flexibooking.com/modules",
          "name": "Modules"
        },
        "offers": {
          "@type": "Offer",
          "url": "https://flexibooking.com/pricing",
          "availability": "https://schema.org/InStock",
          "priceCurrency": "EUR",
          "price": "0",
          "priceSpecification": {
            "@type": "PriceSpecification",
            "priceCurrency": "EUR",
            "description": "On request"
          }
        }
      },
      {
        "@type": "Product",
        "@id": "https://flexibooking.com/modules/crm-communication#product",
        "name": "CRM & Communication",
        "description": "Customer profiles, segments and transactional + marketing emails — built into the same booking flow your team already uses.",
        "brand": {
          "@type": "Brand",
          "name": "FlexiBooking"
        },
        "url": "https://flexibooking.com/modules/crm-communication",
        "category": "Booking software module"
      },
      {
        "@type": "ItemList",
        "@id": "https://flexibooking.com/modules/crm-communication#related",
        "name": "Related modules",
        "itemListElement": [
          {
            "@type": "ListItem",
            "position": 1,
            "url": "https://flexibooking.com/modules/marketing-automation",
            "name": "Marketing Automation"
          },
          {
            "@type": "ListItem",
            "position": 2,
            "url": "https://flexibooking.com/modules/booking-engine",
            "name": "Booking Engine"
          },
          {
            "@type": "ListItem",
            "position": 3,
            "url": "https://flexibooking.com/modules/service-mgmt-pms",
            "name": "Service Management & PMS"
          }
        ]
      },
      {
        "@type": "FAQPage",
        "@id": "https://flexibooking.com/modules/crm-communication#faq",
        "inLanguage": "en-US",
        "mainEntity": [
          {
            "@type": "Question",
            "@id": "https://flexibooking.com/modules/crm-communication#faq-1",
            "name": "Can I keep using my current email provider?",
            "acceptedAnswer": {
              "@type": "Answer",
              "text": "Yes — bring your own SMTP or transactional email provider and we route sends through your account, with delivery analytics in one place."
            }
          },
          {
            "@type": "Question",
            "@id": "https://flexibooking.com/modules/crm-communication#faq-2",
            "name": "How are consents managed for marketing emails?",
            "acceptedAnswer": {
              "@type": "Answer",
              "text": "We track opt-in source, timestamp and policy version; unsubscribe is one click and instantly synced."
            }
          },
          {
            "@type": "Question",
            "@id": "https://flexibooking.com/modules/crm-communication#faq-3",
            "name": "Can the team see all guest interactions in one place?",
            "acceptedAnswer": {
              "@type": "Answer",
              "text": "Yes — every booking, message and email lands on the customer profile with full context."
            }
          }
        ]
      }
    ]
  }
]
```