Transformation of Customer Engagement for Travelopia

This case study details the transformation of customer engagement for Travelopia through the development of a bespoke booking system. The project, initiated in March 2022, aimed to enhance the customer booking experience for the Yachts business by improving the guest information form. The existing form caused frustrations due to its inability to allow customers to edit their information post-booking, leading to incomplete submissions and increased manual follow-ups by the sales team. The discovery phase revealed the need for a multifaceted approach, resulting in the decision to build a new user-friendly product that complied with GDPR requirements. The implementation of a SharePoint site allowed for efficient data management, significantly reducing customer service calls by 845 within three months of going live. This case study illustrates how Equal Experts' agile methodology and collaboration with stakeholders restored confidence in the project and ultimately exceeded expectations.