travel tech

ITAKA Holdings’ 25% Loyalty Boost with CJH - AI-Driven CRM

about the project
Customer Journey Hub (CJH) is an AI-driven CRM solution developed for ITAKA Holdings to centralize customer management and improve service efficiency. By integrating data from websites, apps, emails, and phone calls, the tool simplifies operations and enhances customer experiences through personalised and practical, data-driven insights.
technologies
C# (.NET Core 8.0)
RabbitMQ
Postgres
React
Typescript
SCSS
Redux & Redux Toolkit
OpenAI (ChatGPT)
Jest and React Testing Library
Industry
Travel
Services
UI/UX design
Machine Learning
Web Development
Tablet App Development
Quality Assurance

See what we’ve achieved:

<0,3 sec
performance website
load time

Let’s see our results

over 4,5mln

processed customer profiles

30k

active users

Business goals

01
Faster offer preparation - Achieve a 30% reduction in the time required to prepare and present tailored travel offers, enabling sellers to provide quicker and more personalised solutions to customers.
02
Streamlined consent management - Cut customer service time by 60% when updating consents, thanks to automated processes that also reduce the risk of manual errors, ensuring smoother and more efficient interactions.
03
Simplified data updates - Reduce the time spent on updating customer data by 60%, giving sellers more time to focus on delivering exceptional service.
04
Boosted customer loyalty - Increase the number of returning customers by 25% through AI-driven analysis of preferences and feedback, allowing sales agents to offer proposals that feel uniquely tailored to each traveller's needs.

Key features

Aggregating customer data
The database aggregates customer accounts and leads. It collects detailed profile information such as contact details, loyalty program membership, customer preferences, reservation history, proposals sent by sales agents or generated automatically, submitted complaints, and customer reviews. These data points are used across all sales channels, including points of sale, call center, the website, and the mobile app.
AI-based preferences
By leveraging artificial intelligence, we have reached a new level of personalization. Data from historical reservations, combined with insights from customer activity on the website and mobile app, allows for more efficient service and ensures ITAKA's offers are perfectly tailored to users’ needs. This strategy enhances the customer experience at every stage of their journey.
Identification of "hot leads"
We developed an AI-driven "temperature" algorithm that analyzes historical data to determine the likelihood of a customer making a reservation within a specified timeframe. This functionality enables the identification of high-potential customers or ITAKA's VIP clients, who are then assigned a higher priority and redirected to an expert for tailored assistance.
Real-time data synchronization
The application supports real-time data synchronization.

Results

01
With advanced deduplication logic implemented for ITAKA, sellers now have more accurate and unified customer profiles. This improvement enhances service efficiency, streamlines identifying customer needs, and minimizes repetitive tasks.
02
New customer profile interface that allows quick access to essential information, reducing service time and improving interaction quality
03
Our AI-powered solution analyses customer preferences to create personalised offers, boosts sales and provides accurate recommendations to improve the customer experience.

Next steps

We’re committed to further advancing AI tools and enhancing personalization in customer profiles. By refining AI-driven preference analysis, we’ll better understand user behavior, enabling even more tailored recommendations, offers, and content.

In the next phase, we’ll focus on using detailed customer profiles to streamline the service journey and deliver personalized solutions across all touchpoints, including points of sale, call centers, e-commerce platforms, and mobile apps. This seamless integration will create a cohesive omnichannel experience, enhancing customer satisfaction.

We’ll also develop AI-based automated offerings to maximize relevance and conversion rates through highly personalized content tailored to individual needs. Service quality remains central to our strategy, and by optimizing interactions and automating routine processes, we aim to boost efficiency and deliver an exceptional customer experience.

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