Development of a Automated Travel CRM and Tour Management Platform for Enhanced Customer Experience

Travel & Tourism

Challenges in Manual Processes and Fragmented Information Management in Travel Services

The client faces high operational complexity with over 13,000 visitors per month, resulting in significant manual workload for staff, inefficient order processing, and fragmented tour information management. Legacy systems contain unmaintainable code, causing delays and errors. The need exists for an integrated, automated CRM system and mobile application to streamline operations, reduce manual effort, and deliver a high-quality, personalized customer experience.

About the Client

A mid-sized travel agency specializing in tour operations and customer experience management, seeking to optimize operations during peak seasons and enhance client engagement through digital solutions.

Goals for Automating Travel Operations and Improving Customer Engagement

Automate core business processes to reduce manual tasks by approximately 70%, increasing staff efficiency and freeing resources for personalized customer service.
Develop a scalable CRM system with modular architecture, capable of handling over 13,000 requests per month with high reliability and performance.
Implement a user-friendly, mobile-enabled tour management application supporting both online and offline modes, providing tour details, maps, booking, and real-time updates.
Ensure PCI compliance and integrate secure payment systems, including popular SDKs, to facilitate seamless transactions.
Refactor legacy code into maintainable modules using design patterns, improving system stability and ease of future development.
Enable managers and staff to update tour information dynamically through an admin panel, ensuring accurate and timely data presentation.

Core System Functionalities for Travel CRM and Tour Management

Tour booking management with reservation status tracking and boat allocation reports
Customer data management including contact details, preferences, and history
Real-time reporting and analytics for tour operations
Email service integration for automated notifications and communication
Secure payment processing integrated via SDKs
Mobile application supporting offline access to tour materials, maps, and directions
Admin panel for managers to refresh and update tour and excursion information dynamically
Automated modules to handle repetitive tasks and data synchronization

Preferred Technologies and Architectural Patterns for System Development

Microservices architecture (e.g., Golang, Node.js) for robust, scalable backend processing

Ruby on Rails for core backend functionalities

React Native for cross-platform mobile app development

PostgreSQL for data storage

Cloud deployment on platforms such as Heroku or AWS

External Systems and Services for Seamless Operations

Secure payment gateways and SDKs (e.g., Stripe) for transaction processing
Email service providers for automated notifications
Mapping and directions services for tour navigation
Admin panel integration for real-time data updates

Performance, Security, and Scalability Requirements

Handling at least 13,000 requests per month with minimal latency
Mobile app must operate efficiently in both online and offline modes
System must be PCI compliant and adhere to security best practices
Application should be scalable to accommodate business growth and increased user load
High maintainability with modular, refactored code base

Expected Business Benefits from Implementing the Automated Travel CRM and Tour Management System

The deployment of an automated, scalable CRM and tour management platform is projected to increase operational efficiency by reducing manual work by around 70%. It will enhance customer satisfaction through high-quality, personalized experiences and real-time information access. The system aims to support over 13,000 requests monthly with improved speed and reliability, establishing the client as a market leader in travel services and enabling future growth and innovation.