TechBlocks conducted a comprehensive review of their capabilities to help optimize their capabilities.
Case Study
Grounded by a Hailstorm of Issues
Eliminate technical debt & improve performance for a global corporate travel company.
The Results
70
%
Agility & Speed
20
%
Technical Debt
25
%
Customer & Employee Satisfaction
About The Client
The client is one of the world’s largest corporate travel companies operating in over 60 countries serving over 9,000 corporate clients globally. They provide a suite of travel consulting solutions. The global platform caters to different user roles, and its mobile app provides real-time access, alerts, and support. Their services include a suite of travel consulting solutions, travel policy, risk management, expense control for companies, traveler safety, and more.
Facing
Challenges
The pandemic disrupted worldwide travel, and they needed to adapt to customer needs quickly. The business was struggling to tackle the required tech changes and needed to find a solution fast.
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Cancellations
Travel restrictions caused by the pandemic brought about a large volume of booking cancellations.
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Credits and Refunds
With the large number of cancellations, there came the need to process all the refunds and credits for the many accounts.
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Complaints and Issues
Complaints and issues backlog were blocking the business from achieving goals.
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Revenge Travel Surge
Post-pandemic brought about a surge of renewed business travel.
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Increase Product Robustness and Deliver New Capabilities Quickly
Learning from the issues brought up by the pandemic, they knew they needed some improvements to their systems but also needed to delivery on these, and more, new capabilities quickly.
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Strategic Projects with Critical Deadlines
The client had strategic projects planned out that had critical deadlines that needed to be met while progressing with their other goals.
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Improve Organizational Productivity and Performance
To help achieve all their goals, they needed to quickly adapt and improve their capabilities to achieve them.
The pandemic disrupted worldwide travel and they needed to quickly adapt to customer needs. The business was struggling to tackle the required tech changes and needed to find a solution fast.
Solutions
Techblocks’ Solutions
New Capabilities
Fraud Detection
Systems to quickly flag potential fraud and prevent it before it becomes a serious issue.
Test Automation Pipelines
Automate testing for quicker and more comprehensive testing of their platform.
Refund Processing
Provide an easier and reliable process for refunds.
Agent Tool Improvements
Tools for their travel agents to better service their customers and keep track of active issues.
MFA & Other Authentication Improvements
Increased security for user authentication.
UX Personalization
Guest Checkout
The ability for users to process their orders without requiring a login to speed up their checkout by removing roadblocks
in their experience.
Error Trapping, Improved User Friendly Messages
Create a better experience for the customer while giving them a better idea of what error may have happened so that they can adequately resolve it.
User Preferences
Provide logged-in users with the ability to further customize their experience when using the website.
Product Customization
Additional Payment Options (Pay Now)
Provide more options for the customer to checkout as well as the quicker Pay Now option that speeds up their experience and lowers the user friction.
Order Status Update
Customers can track their orders, providing transparency, and reducing questions from the customer and their status.
Results & Impact
Through our engagement, we were able to deliver product improvements and new features that raised the overall quality of the travel platform, while improving the customer experience.
Product Features Delivered On Time
Strategic projects that had critical deadlines, as well as new features and improvements, were delivered on time.
Improved Agility & Speed
They were able to improve their ability to deliver improvements to their product and respond to new challenges and issues.
Technical Debt Reduction
Updating features and elements within their product were able to reduce the existing technical debt, allowing for quicker and easier future updates for improvements or new features.
Improved Employee Experience
New tools and procedures improved the employee experience, allowing them to more easily and quickly respond to issues that may come about.
End User Experience
New and improved features, and better ability for agents to assist and respond to customer, increased the user experience leading to an increase in end user satisfaction.
Imagine What We Can Do For You…
Clients like these choose us to help power their digital ecosystems, and you can, too!
Experience You Can Count On: TechBlocks has been developing enterprise platforms for over 15 years for digital natives, disruptors, and innovators. We aren’t going anywhere, and you can rely on us for the life of your project.
Size Matters: Our global network of solution architects, engineers, and other IT professionals allows our clients to scale their development efforts quickly. If speed and agility matter to you, we’ll show you how fast we can go.
We’ve Got Your Back: We’re more than software engineers – we’re strategic advisors to many clients, providing expert advice beyond e-commerce platform development. We become an integral part of our clients’ team and a trusted advisor they trust to help build what’s next.