About Client:
Our client is a leading global online travel agency (OTA), offering flights, hotels, car rentals, and vacation packages to millions of travelers worldwide.
Background:
For more than a decade, the client relied on a heavily customized, on-premise CRM system to manage its operations. Over time, the system had become rigid and complex, creating more challenges than it solved. With core business functions such as ERP, Finance, HCM, and Operations, sitting in disconnected systems, the organization struggled with fragmented data and manual workflows.
Client needed a modern, cloud-based solution that could bring its systems together, improve sales efficiency, and enable innovation to replace the legacy CRM.
Challenge:
The outdated IT landscape created several pain points:
- Disconnected Data: Sales teams had no real-time visibility into customer payment status, booking history, or open support tickets. Information lived in silos across systems.
- Manual Sales Processes: Agents spent hours switching between applications, updating records, and sending follow-ups instead of selling.
- Poor User Experience: The old CRM was clunky, outdated, and not mobile-friendly. This led to low adoption rates among the sales team.
- Lack of Scalability: The rigid on-premise setup couldn’t handle seasonal spikes in demand or adopt new tools such as AI-driven analytics or chatbots.
