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Improve The Existing Customer Experience Journey For An Online Travel Enterprise

Client Challenge:

The client is a leading online travel and tourism enterprise in the UAE. They offer every tourism-oriented service such as travel packages, accommodation, cab booking, rentals, and several others.

To be competitive in the travel sector, the client gives its customers highly affordable prices, hassle-free booking, and tempting offers. This needs a thorough understanding of the mindset of its customers, as well as effective and flawless operations. Because of the client's focus on these two crucial business concerns, new solutions were required to keep ahead of the competition.

To better engage its customers through tailored offers and campaigns, the client required a 360-degree perspective of their online behavior. It was difficult to create focused advertisements that captivated the customer's mind and increased market share without this deep understanding and high data quality. This necessitated a thorough examination of its current business, technology, systems, and data ecosystem.

Shorter and more frequent release cycles posed a difficulty for the client in terms of execution. Furthermore, to improve the appeal and usability of its website, the client overhauled the existing UI, beginning with the conversion of its hospitality line of business to the next-generation SOA. The client realized that its present GUI-based testing was insufficient to cover its whole business lifecycle and chose an automated testing solution to ensure higher coverage in the business layer.

To achieve these objectives, the client engaged Brainium, relying on our expertise in disruptive technologies and travel domain experience to deliver solutions that enable the client to realize its stated objectives.

Industry

Travel & Tourism

Target Market

UAE and Middle East

Our Role

To help the enterprise improve its existing customer interaction and engagement platform, thereby, facilitating the customer experience journey.

Our Approach & Solution

Our ApproachBrainium began the collaboration by conducting a thorough analysis of the client's existing systems as well as the business and technology landscape.

We proposed a solution and provided a roadmap that would provide a comprehensive, 360-degree view of the client's customers based on their transactions, purchases and payments, social media data, and other online activities.

To enable sophisticated consumer analytics, the proposed solution involved establishing a unified analytics platform to handle both structured (e.g., ERP, CRM) and unstructured/semi-structured data (e.g., weblogs, social media).

Our Solution Using an integrated data strategy, we went beyond transactions and comprehended interactions.

To enable sophisticated analytics, we implemented a unified analytic platform that handled both structured (e.g., ERP, CRM) and unstructured/semi-structured data (e.g., weblogs, social).

We keep the data consolidation layer at the center and initiated data migration from relational, CRM, ERP, and Excel spreadsheets to help building for end-user reporting.

We developed an integrated data strategy to uncover customer behavioral patterns so that the client can make informed business decisions.

We built a reusable API automated framework to decrease future development costs that can be extended to the client's other lines of business.

Our Impact

The implementation of the integrated solution provided the online travel enterprise with several key benefits, leading to significant improvements in their overall customer experience and business performance:

Enhanced Customer Insights:
The unified analytics platform provided a comprehensive 360-degree view of customer behavior by consolidating data across various touchpoints, including transactions, social media interactions, and web activity.

Improved Customer Acquisition and Retention:
By leveraging the rich insights gathered through sophisticated analytics, the client was able to refine their marketing strategies and create more relevant, targeted campaigns.

Optimized Cross-Selling and Up-Selling Opportunities:
With better access to detailed customer data, the client could more effectively identify cross-selling and up-selling opportunities across their range of travel services.

Faster Time-to-Market for New Features:
The development and implementation of an automated testing framework drastically reduced the time required to test and deploy new website features and functionality.

Cost Efficiency and Scalability:
The reusable API automated framework not only reduced the need for extensive manual coding in future development cycles but also ensured that the solution could be easily scaled to support other business lines.

Fulfilling Client Needs One Step At A Time

By partnering with Brainium, our client was able to significantly enhance its customer experience journey, gaining a 360-degree view of its customer base. Our comprehensive approach, which integrated both structured and unstructured data from various sources, enabled the company to understand customer preferences, behaviors, and trends in much greater depth. This empowered them to make data-driven decisions and create targeted marketing campaigns that resonate with their audience, thereby improving both customer acquisition and retention.

Join Hands With Us

Hear From Our Client Their Experience Partnering With Us

We absolutely LOVED working with Brainium on this project. The project manager made sure that the entire development process went off without a hitch. We’ve hired multiple IT companies before this project, but none were as responsible or great with communication as Brainium.