- The Story
A multinational travel agency was losing customers due to outdated systems, slow online performance, and lack of personalization. Most of their customers were moving to mobile-first competitors offering fast and tailored travel booking experiences.
We helped the company modernize its digital experience by building a unified online booking platform that personalized every step — from recommendations to real-time offers.
Mapping Out a Complex Digital Challenge
The agency operated across 12 countries with separate systems for each region, leading to data silos and inconsistent customer journeys. Our team’s first goal was to design a centralized booking system powered by dynamic pricing, integrated payment gateways, and multilingual support.
We introduced AI-driven recommendation engines that analyzed user behavior, suggesting personalized destinations, activities, and accommodations.
Key focus areas included:
Personalization: Machine-learning based destination suggestions
UX Design: Simplified booking flow with fewer steps
Speed Optimization: 50% faster page load time
A closer look at the transformation
To streamline processes, we migrated all customer data to a unified CRM, ensuring visibility across departments. Marketing teams gained access to real-time analytics and customer insights, enabling more targeted campaigns.
We also integrated WhatsApp and chatbot support, reducing response time from 3 hours to 5 minutes.
The power of customer experience in travel
After implementation, the agency saw a 3x increase in mobile bookings, 40% growth in direct sales, and a 35% boost in repeat customers. Today, it’s recognized as one of the most customer-centric travel brands in Asia, with continued growth across digital channels.
Mapping out a highly complex integration
Company’s merger successfully brought together a vast network of stores spanning multiple countries, establishing a unified corporate entity. Following the completion of the deal, Company’s leadership made the strategic decision to reshape the company’s operating model by streamlining and consolidating certain functions. With a strong commitment to achieving synergies amounting to approximately 1% of sales within the third year post-merger, our team played a crucial role in providing a comprehensive road map for this endeavor. Leveraging the expertise of our seasoned retail professionals, we identified key areas where value could be unlocked, including:
