Increased personalization with digital itinerary program implemented at luxury travel organization — Engineering Business Outcomes | Infogain
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Increased personalization with digital itinerary program implemented at luxury travel organization

Increased personalization with digital itinerary program implemented at luxury travel organization Download Now

The Client

The client is one of the world's leading travel organizations providing tailor-made luxury holidays and has won over 170 awards for its holiday services. The client currently offers the widest range of travel products with a huge choice of holidays, from tailor-made itineraries to escorted tours throughout the world.

Business and Technical Challenges that warranted a Digital Itinerary Program

  • Need to introduce contemporary technologies into core business and anticipate changing market demands to remain competitive.
  • Need to improve customer experience for the niche customer segment, highlighting personalization as a key differentiator.
  • Provide customers an opportunity to seamlessly interact with their store teams nationwide and later expand the similar experience to other platforms including mobile.
  • Challenges in offering both traditional “brick-and-mortar” and web based services. The client faced various challenges pertaining to application integration and business workflows such as:
    • Upscaling AS/400 mainframe environment
    • Setup of an exhaustive integration framework to connect peripheral systems with mainframe
    • Change Management
    • Rapid technology enablement of their personal
      travel experts