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Development of a Customer Engagement Platform for Travel Services
  1. case
  2. Development of a Customer Engagement Platform for Travel Services

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Development of a Customer Engagement Platform for Travel Services

elinext.com
Hospitality & leisure
Travel

Challenges with Customer Communication and Booking Process

Elinor Travel Solutions currently relies on disparate systems for customer communication, booking management, and marketing. This leads to fragmented customer experiences, inefficient booking processes, and limited data insights. They lack a centralized platform to manage customer interactions across multiple channels and automate key travel-related processes.

About the Client

Elinor Travel Solutions is a travel agency focused on providing customized travel experiences to individual and group customers. They aim to modernize their customer engagement strategy and improve operational efficiency.

Project Goals

  • Implement a centralized platform for managing customer interactions.
  • Streamline the booking process for travel packages and services.
  • Improve customer communication through personalized messaging and notifications.
  • Enhance data analytics to gain insights into customer behavior and preferences.
  • Increase booking conversion rates.

Functional Requirements

  • Customer profile management
  • Automated booking workflows
  • Personalized email and SMS marketing campaigns
  • Real-time booking availability and pricing
  • Customer feedback collection and analysis
  • Reporting and analytics dashboard

Preferred Technologies

Cloud-based architecture (AWS/Azure/GCP)
API-first design
CRM platform (Salesforce, Zoho)
Marketing automation platform (HubSpot, Marketo)

Integrations Required

  • Payment gateway (Stripe, PayPal)
  • Flight booking APIs (Amadeus, Sabre)
  • Hotel booking APIs (Booking.com, Expedia)

Key Non-Functional Requirements

  • Scalability to handle increasing transaction volumes
  • High availability and reliability
  • Secure data storage and transmission
  • Responsive design for mobile devices

Expected Business Impact

Implementation of this platform is expected to result in increased customer satisfaction, improved operational efficiency, higher booking conversion rates, and enhanced revenue generation for Elinor Travel Solutions. It will provide a 360-degree view of the customer, enabling personalized service and targeted marketing.

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