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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