Bans & Bans is a catering company with four restaurant locations, as well as mobile kitchens for events. The company receives booking enquiries every day via an internal booking tool and places particular emphasis on personalised customer service.
Initial situation
Bans & Bans was already using monday CRM for customer management, but faced the challenge that all booking enquiries from their booking tool, formitable, had to be transferred manually to monday.com. This time-consuming process not only resulted in a significant administrative burden, but also made it difficult to identify large group bookings (10 people or more) – a strategically important task – where targeted upselling of exclusive venue packages is possible.
Furthermore, there was no systematic overview of existing customer contacts and their booking history, which hampered customer relationship management and the creation of personalised quotes. The existing monday.com board needed to be expanded and optimised to meet the company’s growing requirements.
Solution
To eliminate manual work and optimise the booking process, we developed an automation solution that links three key systems: the formitable booking tool, the Make automation platform and the monday.com CRM system.
Automatic data collection
As soon as a new booking enquiry is received via formitable, it is automatically forwarded to Make. Make acts as a central control centre, managing the entire processing workflow.
Intelligent data processing and validation
Make handles the processing of incoming data: telephone numbers are standardised, email addresses are validated and incorrect entries are automatically corrected. This data quality assurance is particularly important, as customers can enter free-form text in the form, which does not always meet the required standards.
Automated customer and company management in monday.com
The processed data is now transferred to monday.com CRM. Here, the automation first checks whether the customer already exists in the system. If so, the new booking is automatically linked to the existing customer profile. If not, the system creates a new customer contact.
History linking and notifications
One particularly valuable feature is the automatic duplicate check: Make searches monday.com for previous bookings made by the same customer and links them together. The Bans & Bans team automatically receives a notification when a returning customer is identified, so that their booking history can be taken into account when preparing a quote.
This bespoke solution not only enables Bans & Bans to manage bookings fully automatically, but also creates a future-proof infrastructure for further growth through a combination of automation and ongoing support.
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