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The Customer is a leading regional travel facilitator with more than 15,000 agency locations and over 19 years of experience in providing travel information and reservations. Their core business lies in providing a fully integrated one-stop service for all travel needs, including airline, hotel, car rental, cruise, and insurance.
The Customer was looking to automate the end-to-end business process of travel booking and improve the usability of the system for a better customer experience. To achieve this, AgreeYa was asked to design, develop and implement a travel portal. At the backend, this required development of an Internet Booking Engine (IBE) and integrating it with a Global Distribution System (GDS). The portal was meant to support a transaction-based model for registered travel agents. Some of the challenges of developing this portal included:
Design a best-of-breed travel portal from both user interface and technology design perspectives
Provide superior performance even in case of low bandwidth availability
Aggressive timeframe in view of the Customer’s immediate business requirements
Enable users to search and compare multiple airlines on a single screen without numerous web page refreshes.
For this project, AgreeYa leveraged cost efficiencies through its O3 (onsite-offsite-offshore) Delivery Model and proposed an iterative approach to incorporate continuous feedback from the Customer for each deliverable. In addition to the Project Manager, an AgreeYa Project Executive was assigned to facilitate close involvement and commitment from both the organizations. While development of the portal was executed offsite, critical phases were conducted onsite (Customer location) to minimize any communication gaps and to deliver a successful implementation.
Initially, a business process study was conducted onsite to optimize the travel booking process. AgreeYa then designed a solution comprised of a three-tier architecture loosely coupled using SOA and Web Services. A non-functional prototype of the portal was built to showcase navigation flow, workflow, etc. AgreeYa then conducted a focus group session to validate and finalize this prototype with the Customer’s functional team. A meeting with the technical team was held to explain how and what technology was used to make the portal a scalable solution.
The key benefits realized from implementation of this travel portal include:
Simple, user-friendly interface for end users which improved the customer experience
Advanced features and functionalities of the portal using the latest technologies
Option for personalized interface for key travel corporations
Seamless integration of the travel portal with the Customer’s GDS
Increased revenue realization by increased customer visits and booking volume
The success of this project has led to many other projects of this Customer being awarded to AgreeYa.