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CRM solution for travel agencies
We had converted a single-tenant Travel CRM solution into a multi-tenant Saas-based solution. We had to perform a major architecture redesign to nail this conversion keeping the complex business flows of the existing solution intact.
The client had built a single-tenant CRM solution and had delivered it to one of the multinational travel agencies. The solution was working flawlessly and has helped the travel agency to significantly improve their response rate to their customers' service requests.
The client was looking to offer this CRM solution to other travel agencies. However, the solution is originally built only for one specific travel agency (single-tenant). They wanted to convert this solution to Saas based multi-tenant platform which enables quick onboarding of new travel agencies and keeps the effort needed in supporting the platform significantly low.
What were business problems/ objectives?
The clients were looking for a reliable tech partner who could help them with-
Converting their single-tenant CRM solution into a stable release-ready multi-tenant Saas-based platform within the release timelines they have committed to prospective buyers of the solution.
They wanted us to build a module of PO approval workflow for corporate customers of travel agencies that will use the CRM solution as part of the same release. This feature was supposed to be the USP of this solution for the middle east market and would help the client in sales significantly.
They were migrating the solution from NoSQL DB to robust Postgres DB for maintaining consistency of the data. They have asked us to help them migrate the customer portal as part of the same release.
We spent a sprint of discovery to learn the solution from a functional and technical architectural standpoint. And this sprint was enough for us to get us going with development.
We have thoroughly studied the functional implementation and technical design of the solution to convert it from single-tenant to multi-tenant since we have to redesign the core of the solution and we have to make sure all the business use cases should work as they are working in the existing single-tenant solution.
PO feature business flows are thoroughly discussed and verified with the Product owner before we start building it. This time spent in defining the feature has paid off in terms we had been able to deliver the feature in just two sprints.
One of the challenges that the client’s development team was facing then was there are too many critical items pending which has delayed the release of the solution for a long time. Our culture of delivering in iterative increments has helped us deliver business-acceptable features faster. At certain places, we worked with the product owner and helped him choose a working solution over big sized ideal implementation. The product owner has added ideal implementation in the product backlog to pick that up at an appropriate time in the long term.
Multi-Tenant Solution
The original single-tenant solution use to provide access to travel agency staff and its customers. We have introduced a new role viz. Platform admin who would be responsible to manage the platform. He would be responsible for onboarding new travel agencies and managing the access of the agency.
Converting the single-tenant solution to multi-tenant requires us to change the core of the existing solution which includes roles and accesses management implementation. Our focus on understanding the existing architecture design well, thoroughly learning the business use cases, and functional design helped us deal with the complexity of the solution and deliver a multi-tenant solution in record time.
PO Approval Workflow
PO approval workflow feature was the USP feature of the solution which was expected to give the sales team huge leverage in selling this solution. This feature allows the corporate customers the travel agencies to complete their PO approval process in the solution itself. The feature is implemented with the facility to configure up to 3 stage PO approval process. Each stage could have multiple PO Approvers. Corporates could configure the PO Approval process that best suits them in the solution.
We have thoroughly groomed this feature before we started the build with the product owner, which has helped us design and build the feature flawlessly in just two sprints.
Customer Portal Migration
The CRM solution provides a dedicated portal for the customers of the travel agency to log in and manage their service requests. We had been able to help the client’s team to migrate this portal from NoSQL to Postgres DB. Our involvement in this migration helped the solution to go live on time.
Impact Of Our Solutions
- We have delivered the release-ready solution in acceptable timelines.
- The solution is now being demonstrated to numerous travel agencies reliably.
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