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Development of Customer-Facing Travel Application with Enhanced Operational Efficiency
  1. case
  2. Development of Customer-Facing Travel Application with Enhanced Operational Efficiency

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Development of Customer-Facing Travel Application with Enhanced Operational Efficiency

hedgehoglab.com
Hospitality & leisure

The Problem

The client needs to reimagine their guest engagement strategy following the changes in digital strategy brought on by the post-COVID pandemic. They face the challenge of enhancing the entire travel experience across all customer touchpoints, meeting increased guest expectations for personalization and operational efficiencies. Their existing digital infrastructure requires modernization to support new customer-facing applications and maintain a competitive edge.

About the Client

A well-established travel and tourism company specializing in river cruises and guided tours within the UK.

Project Objectives

  • Develop a customer-facing travel application for enhanced guest engagement.
  • Create a tour manager application to streamline operations and improve communication.
  • Enhance the existing 'My Account' portal for better travel plan management.
  • Improve customer satisfaction and loyalty.
  • Increase operational efficiency by automating manual processes.
  • Reduce operational costs through personalized service delivery.
  • Support the client's strategic goal of becoming the leading travel provider for their target demographic.

Functional Requirements

  • Itinerary Management (view, modify, download)
  • Real-time Updates (schedule changes, delays, notifications)
  • On-Demand Travel Support (chat, FAQs, contact information)
  • Tour Manager Communication (group messaging, individual guest communication)
  • Personalized Recommendations (based on preferences and travel history)
  • Payment Integration (for onboard purchases or upgrades)
  • Accessibility features
  • User Account Management (linked to existing 'My Account' portal)

Preferred Technologies

Mobile App Development (iOS and Android)
Backend API Development (Scalable and secure)
Database Management System
Cloud Hosting
Integration with existing CRM/PMS systems

Integrations Required

  • Existing CRM/PMS system
  • Payment gateway
  • Mapping services (e.g., Google Maps)
  • Notification service (e.g., Firebase Cloud Messaging)

Key Non-Functional Requirements

  • Scalability to handle peak travel seasons
  • High availability and reliability
  • Data security and privacy compliance
  • Performance (fast loading times and responsiveness)
  • Accessibility (WCAG compliance)

Estimated Impact

The project is expected to significantly enhance customer experience, leading to increased customer satisfaction, loyalty, and positive word-of-mouth referrals. Operational efficiencies will result in cost savings and improved service delivery. Ultimately, the project will contribute to the client's strategic goal of market leadership and sustained growth.

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