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Development of Scalable Passenger Loyalty Platform with Multi-System Integration
  1. case
  2. Development of Scalable Passenger Loyalty Platform with Multi-System Integration

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Development of Scalable Passenger Loyalty Platform with Multi-System Integration

firstlinesoftware.com
Logistics
Transportation
Customer Service

Business and Technical Challenges in Loyalty Platform Development

The client faces significant challenges in maintaining customer loyalty within a competitive transportation market. Existing systems require integration with legacy infrastructure while handling 25 million passenger records, ensuring 99.9%+ uptime, and preventing data loss during transactions. The organization needs a custom solution to unify disparate systems while meeting strict SLA requirements for incident resolution and service availability.

About the Client

Major transportation operator seeking to enhance customer retention through a customized digital loyalty solution

Strategic Objectives for Loyalty Platform Implementation

  • Develop a horizontally scalable loyalty engine for 25M+ passenger records
  • Achieve 99.9%+ service availability with <2 monthly outages
  • Implement seamless integration with 10+ legacy and third-party systems
  • Establish 100% SLA compliance for incident resolution and system performance
  • Enable real-time miles accrual/redemption tracking with rule-based decisioning

Core System Capabilities and Features

  • Passenger account self-service portal
  • Real-time miles accrual and redemption engine
  • Rule-based bonus allocation framework
  • Multi-channel marketing integration
  • Cross-platform customer support tools

Technology Stack Requirements

Java/Spring/Hibernate
IBM WebSphere MQ
Oracle/MySQL/MS SQL
ExtJs/JQuery
Tomcat/Nginx
Memcached
Jira for ticketing

Critical System Integrations

  • Legacy ticketing systems
  • Payment gateways
  • Customer intelligence platforms
  • Marketing automation tools
  • Mobile applications (iOS/Android/Windows)

Operational and Performance Requirements

  • 24/7 system availability with zero-downtime deployments
  • Horizontal scaling to handle peak transaction loads
  • End-to-end data encryption (SSL/TLS)
  • Real-time monitoring and alerting
  • Automated failover and disaster recovery

Expected Business Outcomes

The platform will enable immediate customer engagement improvements, demonstrated by 500K+ active users within the first month. Streamlined incident management processes and enhanced system reliability will reduce operational costs by 30% while increasing customer retention metrics. Comprehensive integration capabilities will create a unified customer view across all touchpoints, supporting targeted marketing initiatives and personalized service offerings.

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