Digital Transformation of Private Jet Operations with Zoho CRM

Dunes Aviation, a premium private jet and charter service provider, sought to modernize its client engagement and operations. With an elite clientele expecting fast response times, personalized service, and seamless booking experiences, the company faced challenges in scaling its processes as demand grew. To address this, Dunes partnered with Elsner’s Zoho CRM specialists to design and implement a customized CRM solution, integrated with WhatsApp Business, Email, and ad platforms—creating a unified system for sales, operations, and client communication.

To address this, Fairway partnered with Elsner’s Zoho Creator specialists to transform its manual systems into a fully digital logistics platform—accessible via both a web dashboard and mobile app.

Tech stack

Problem Statement

Client inquiries came through multiple channels (calls, emails, ads, WhatsApp) without a central system to track them.
Manual lead capture slowed response times, risking missed opportunities.
Flight bookings and availability management lacked visibility, making it difficult to coordinate schedules.
Customer communications were inconsistent, with no structured follow-ups or reminders.
Marketing campaigns on Meta and Google had limited tracking into actual CRM conversions.

Challenges

Creating a CRM setup tailored for high-net-worth clients with expectations of privacy and speed.
Integrating WhatsApp Business for instant, trackable communication.
Designing dashboards that connect lead generation (ads) to flight bookings.
Automating follow-ups without losing the personal touch required in luxury services.
Delivering all of this within a 4-week implementation timeline.

Solution Delivered

Lead Management: Automated capture of leads from ads, email, and WhatsApp directly into Zoho CRM.
Unified CRM Dashboard: A single-view platform for tracking all client inquiries, bookings, and follow-ups.
WhatsApp & Email Integration: Agents can connect with clients instantly via WhatsApp and email, with conversations logged in CRM.
Booking Management: Flight booking and scheduling module integrated with client profiles for quick turnaround.
Campaign Tracking: End-to-end integration of Meta and Google Ads with CRM to measure ROI and lead quality.
Automation & Alerts: Smart reminders for agents to follow up with leads, confirm bookings, and send pre-flight updates.

Results

Faster Response Time: WhatsApp integration enabled near-instant replies, boosting client confidence.
Increased Lead Conversion: Automated lead capture from ads reduced drop-offs and improved closure rates.
Operational Clarity: Centralized dashboards gave management real-time visibility into inquiries, bookings, and campaign performance.
Personalized Service: Automated yet customized communication ensured clients received timely, relevant updates.
Scalability: The modular CRM setup allows Dunes to expand across new regions and services without reinventing processes.

The Solution: A Modern CRM Backbone

Smart Lead Handling

Automated intake from Ads, WhatsApp, and Email.
In-app client engagement with complete CRM history.

End-to-End Visibility

Dashboards connecting marketing campaigns to confirmed bookings.
Real-time booking pipeline tracking.

Role-Based Operations

Secure access for admins, agents, and marketing teams.
Clear division of responsibilities with no overlap.

Mobile-Ready Efficiency

On-the-go CRM access for sales agents.
Integrated WhatsApp chat for quick client updates.

The Impact: Technology That Elevates Client Experience

For Sales Teams

No more manual juggling—every lead is instantly tracked, assigned, and nurtured.

For Management

Visibility into ads, inquiries, and bookings from a single source of truth.

For Clients

Faster replies. Personalized communication. A smoother charter booking experience.

Boarding Pass Insights

Bookings Management

Passenger Journey Details Dashboard

Main Dashboard (1)

Main Dashboard (2)

Quotes Overview

Jets Management Dashboard

Lead Management

Passenger Information Mangement

Customer Email History View

Why This Matters for Aviation & Luxury Charter Companies

As private jet and charter businesses expand, managing inquiries, client expectations, and bookings manually becomes unmanageable. A system like this ensures:

Real-Time Operations: Inquiries are captured instantly and assigned without delays.

Integrated Marketing: Ad spend directly translates into measurable bookings.

Seamless Client Experience: DCommunication happens on the client’s preferred channels.

Scalable Growth: The CRM adapts as the business grows across regions and fleets.

“

What Dunes Aviation Says About Elsner

Our clients value discretion, speed, and service excellence. With Elsner’s Zoho CRM solution, we now deliver on all three seamlessly. The system not only made our operations faster but also gave us the insights we needed to scale confidently.

- Dunes Aviation Management

”

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