The initiative focused on revamping existing online platforms and introducing new technologies to enhance both external and internal stakeholder engagement. Key components included an online booking platform, an internal reservation system, and an operations application, all integrated with updated business processes.
 

The objective was to modernize the company's digital infrastructure to support the Saudi government's Vision 2030.

 

Problem Statement

The main challenge was the outdated digital infrastructure that was not meeting the growing demands of tourists and the operational needs of the company. The existing systems were inefficient, leading to slow response times and decreased customer satisfaction.

 

Goals

• Improve internal efficiencies through advanced operational tools (on ground operations app)

• Introduce new sales channels (online booking platform for B2B customers)

• To enhance the online customer experience through streamlined booking systems (internal reservation system)

• Create scalable portfolio of solutions able to support the broader objectives of Saudi Arabia's Vision 2030

  ​

Stakeholders

• Company business teams across various departments (Sales, Marketing, Operations, Revenue Management)

• External partners (technology vendors and service providers)

• Customers (B2B customers from key markets)

• Internal development teams (Product, Engineering, Design, Business Processes)

 

Challenges

• Integrating new systems with legacy technology

• Managing change resistance among internal users

• Ensuring a seamless transition for external customers during platform updates

 

Outcomes & Impact

• Successfully launched an online booking platform increasing online penetration rate to 4.7%

• Revamped an internal reservation system, which increased booking efficiency by 15%

• Developed an operations app that improved staff coordination and operational response time by 10%

• Received positive feedback from both external and internal users for user-friendliness and efficiency of the new systems