Frequently Asked Questions

Tell me about the Eviivo Frontdesk reservation management system.

It is a single-point inventory management system which allows you to manage your whole business with Eviivo Frontdesk. Reservations, access to distribution channels, customer information (through the Eviivo Frontdesk CRM function), check ins, check outs, reporting and system updates. You don’t even need to allocate inventory to certain distribution channels. You are able to have all of your inventory showing on all the distribution channels of your choice.

I am a very small operator with only 1 room/tour; do I really need to be online?

Eviivo Frontdesk was specifically designed for small to medium tourism businesses. You are exactly the business that the entire system was developed to assist. By not maximizing your online capability and booking ability, you are limiting your exposure and are missing out on a wealth of bookings by not promoting your business in the online environment.

Eviivo Frontdesk provides a full business management system to you, and offers you the potential to grow your business. You want that 1 room/tour sold across as many channels as possible, without limiting your traditional off-line opportunities.

I already have an online enquiry form that I am happy with. Why do I need Online Booking?

Enquiry forms result in a lot of wasted time for both the business owner and the customer. There is quite often a 24-48 hours delay in response time which can often result in the customer finding an alternative service whilst waiting for an enquiry form response. If a potential customer has navigated their way to your site, you want to do everything in your power to capture their business and have their money in your bank account as quickly and easily as possible. The online consumer is becoming more and more savvy and generally wants to make an end-to-end transaction at the time of booking. If you don’t have this facility, you risk losing business.

It is important to note that you do not have to remove your enquiry form from your website. What you want to do, is give those consumers who want to check availability and book immediately, the best opportunity of doing so.

I already allocate rooms to several distributors. Is this going to be another system that I need to worry about updating?

This is the exact problem that the Eviivo Frontdesk system has been designed to fix. Via the Tourism Exchange, Eviivo Frontdesk enables you to sell your business through the maximum number of distribution channels without having to allot (or allocate) inventory.

You only need to update your Eviivo Frontdesk reservation management system if you receive an offline booking (over the phone, fax, email).

If you choose, you can still continue allocating rooms to other distributors, you simply need to block these products out of Eviivo Frontdesk.

Does this mean that I wont have personalised contact with my customers?

The beauty of Eviivo Frontdesk is that you are provided with all of your clients contact details via the instant confirmation email. They are your client and you can contact them at any point to make special arrangements and personalise their stay.

Enjoy the best of both worlds - convert those customers who want to book in the online environment, and continue to personalise your service to your regular customers as you currently do.

I am very busy. Will it take me a long time implement and learn how to use the system?

Eviivo Frontdesk is quite simple to set up. There are a few things that you will need to organise before you can begin to use the system:

1- You will need to set up and Online Merchant Facility if you don't already have one. Or simply take advantage of the very competitive Online Merchant Facility that we have negotiated on your behalf, with the BNZ.

2- You will need to apply a book now button to your existiing website, so that you can start accepting online bookings.

3- With our assistance, you will need to customise your version of Eviivo Frontdesk so that it accurately reflects your business.

After the initial set-up of your products in the system, very little maintenance is required. The system is linked to the internet and synchronises to a central server which automatically updates all online bookings to your computer. The system is specifically designed to actually save you time in running your business while maximizing your marketing. It actually saves you time in the part of the business where you are probably spending the most time … managing multiple allocation based distribution channels.

I am on the road a lot of the time and not near my computer, what if I receive a phone booking?

You can also load Eviivo Frontdesk onto your laptop and take it with you when on the road. Because your Frontdesk data synchronises with our central server, you can access all your bookings from more than one computer, as long as you have your version of Eviivo Frontdesk loaded onto the PC in question.

That means that as long as you have an internet connection, you could be taking bookings remotely from a travel expo, while your business partner takes phone and walk-in bookings back on-site - and all your bookings are synchronised in real time.

I am not very computer savvy, is the system hard to use?

The system was designed specifically for small to medium operators and as such is incredibly intuitive to use. Comprehensive training is also provided free of charge on installation of the system. Eviivo Frontdesk is not complicated and is easily learnt by even the most novice computer users. The application also has comprehensive Online Help guides to assist you every step of the way.

Added to this, our Customer Service desk is available 5 days a week to talk you through step-by-step any technical issues you may ever encounter.

Can I screen my customers

Eviivo Frontdesk allows you to operate under your own booking terms and conditions. When customers make a booking they must ‘tick’ that they have read and understood your conditions. This gives you a similar ‘screening’ process as you currently have…just in the online environment.

Can information be transferred to MYOB?

Yes data can be exported into MYOB to simplify your administration even further.

What commissions do I pay?

With Eviivo Frontdesk there is no charge for walk-in or phone bookings. Only online bookings, and those made by distributors via the Tourism Exchange incur a success fee.

The minimum fee payable on online bookings using Eviivo Frontdesk is the 6% booking fee plus the $1 transaction fee.

Commissions are charged only IF and WHEN you receive an Online Booking through a distributor via the Tourism Exchange. The distributor sets the commission and you then decide whether you want to opt into them or not, and the prices you will charge them. You have control. You can continue to dictate the retail price point for your product.

Click here for an Eviivo Frontdesk pricing schedule.

How does the Direct Debit/Credit work with Eviivo Frontdesk?

Payments that you receive from bookings, direct from your website are paid in full, directly into your bank account. This means you are paid upfront and in advance. The system automatically undertakes the payment process which means less work for you.

For bookings received from distributors via the Tourism Exchange, payment flows will be dependent on the terms and conditions set by the distributor:

"Direct to Supplier" terms mean that the distributor will "pass" their customer to you. You will receive payment in full, directly into your bank account.
"On Account" terms mean that the distributor will continue to "own" the customer. They will handle all changes to the booking, and take payment. You will invoice the distributor for the booking according to the terms set out by the distributor.

We will direct debit you monthly for success fees on online bookings, transaction fees, and for commissions owing on "Direct to Supplier" bookings via the Tourism Exchange. Importantly, you will be sent a reconciliation statement 10 days prior to any money being direct debited, so if you are not happy with the amount we are going to direct debit, you can contact us prior to the direct debit going through.

What happens if there is a cancellation?

Cancellations can be managed easily with the system. However, there is no refund of success fees through either Eviivo Frontdesk or the Tourism Exchange. If a customer cancels their booking then your Booking Terms and Conditions will dictate how much they get back, if any. A number of businesses allow for a percentage as a cancellation fee, or allow the consumer to move the booking to a mutually convenient date.

For distributor bookings made via the Tourism Exchange, the cancellation policy will be dependent on the terms set by the distributor.

"Direct to Supplier" terms mean that your Booking Terms and Conditions will dictate how much the customer will get back
"On Account" terms mean that the Distributor's Booking Terms and Conditions will dictate how much the customers will get back.

What is an Online Merchant Facility (OMF)? Why do I need one?

An Online Merchant Facility allows money to flow from the customer’s credit card details online to your bank account. Unlike an Eftpos Machine, an Online Merchant Facility allows you to accept credit card transactions, where the actual card itself is not physically present.

The Online Merchant Facility simply enables money from your customers to be deposited directly into your bank account, which means you receive payment quickly and seamlessly. It also gives you more control as you are not waiting for third parties to pay you.