Transforming One of the Biggest Hospitality Companies in Eastern Europe

Services Rendered: ● Software Development ● Automation Solutions

Our client, a leading hotel booking site in Europe, was facing significant challenges with its outdated IT system. Despite being the top search result in its category and generating €4M in annual revenue, its legacy system was causing long customer hold times and limiting its growth potential. With 10-20% year-over-year growth, it knew it was missing out on even higher profits due to its underperforming system.

The Problem

Painfully slow technology causing a 60% reduction in call center sales

Our client’s unique business model worked like this: well before the peak of the tourist season, the company would reserve huge blocks of hotel rooms in the most popular destinations and then resell them to customers who landed on their #1-ranked website. All sales were booked through the company call center; customers would call and speak to one of 30 sales reps, who would search their database, through an off the shelf booking system, for available rooms and reserve them for the customer over the phone.

However, despite solid yearly growth, their outdated booking system was a significant bottleneck, preventing the company from achieving hockey-stick growth. The booking software vendor could not customize the solution at the speed and frequency necessary for our client. Built in 2008, with several additional functionalities cobbled together, the system suffered from old and inefficient technology. Each database search took almost 50 seconds, keeping the reps on each call far longer than necessary. This inefficiency led to extended hold times, causing a 60% loss in potential bookings as customers abandoned calls.?

The Solution

Fully rebuilt and customized application with ongoing optimization

As always, we started with an in-depth research phase to understand the client’s priorities, suggest specific features, and scope out the complete solution. Then, we analyzed their existing system to identify obsolete functionalities and broken technology. With the full picture, we set about rebuilding the system with efficiency and growth in mind, including a faster and safer search algorithm.

We rebuilt the back-office reservation application, improving the search engine speed and accuracy and the user interface to speed up processes. We also automated the payment system to boost the operator’s workflow. Port access has also undergone a security upgrade, fortifying client data privacy.

Technology Stack: PHP, Smarty Templates, MySQL, jQuery, Bootstrap, 3CX

Our Managed Capacity Approach:?

1. Swift Knowledge Acquisition: We immersed ourselves in the intricacies of the booking system, gaining a comprehensive understanding within three months.?
2. Dedicated Customization Team: We established a specialized team to handle ongoing customizations, allowing the vendor to refocus on core product development.?
3. Dynamic Staffing Model: Understanding the hospitality industry's cyclical nature, we implemented a flexible staffing approach. Our team expanded and contracted in sync with peak booking seasons and development needs.?
4. Dual-Role Expertise: As our involvement deepened, we found ourselves customizing the existing system and developing new functionalities. This required a versatile team structure capable of shifting between enhancement and innovation.?
5. Strategic Technology Partnership: Beyond development, we provided valuable technological insights, bridging the gap between our client's ambitions and the system's capabilities.?

The Results

Performance, happy customers, YOY growth

• Performance Enhancement: We reduced system response times from over 40 seconds to just 0.6 seconds - a 98% improvement.?

• Operational Efficiency: Our client now serves customers 50 times faster.?

• Unprecedented Growth: The company achieved a remarkable 40% year-over-year revenue growth.?

• Market Leadership: Our client solidified its #1 position in Black Sea bookings, consistently outperforming competitors.?