Advancing Hospitality Excellence: The Digital Transformation of Cruise Line Operations

Challenges.

In the bustling currents of the hospitality sector, where the demand for seamless customer experiences is as vast as the ocean, a leading cruise line embarked on a critical journey. The mission: to upgrade their complaint management system, ensuring every guest’s voyage is nothing short of spectacular: 

• Set sail with an upgrade of the iCare complaint management system to Pega PlatformTM version 7.3. 
• Navigate compliance level 1 upgrade for shore-side operations and a pilot shipboard application. 
• Maintain smooth sailing between versions, ensuring data from Pega 7.3 could dock safely at Pega 6.1 SP2 ports until all shipboards were upgraded.

Solution.

With a crew of seasoned tech navigators, Coforge charted a course through digital waters to ensure no passenger’s experience was left adrift: 

• Steady as She Goes: Keeping the Pega 6.1 shore-side production system afloat until all shipboard systems could be upgraded to Pega 7.3. 
• Seamless Transfers: Utilizing Pega’s out-of the-box import mechanism for debarkation, ensuring cases and data smoothly transitioned to Pega 7.3 from the shipboard systems. 
• Data Deckhands: Keeping cases in Pega 7.3 while only the data travelled from shipboard systems, ensuring consistency across voyages. 
• Echoing Echoes: Creating similar cases in Pega 6.1 shipboard systems as those in Pega 7.3, maintaining a harmonious journey for all onboard 
• The upgrade journey marked a significant milestone in the cruise line’s digital navigation: 
• Charted improvements in process flows, like the wind behind the sails.  
• Performance enhancements through code fine-tuning, cutting through the digital waves more efficiently.  
• Compliance upgrade ensuring consistent user  experiences across the fleet, enhancing guest  delight like never before. 

The Impact.

• A 40% improvement in process performance, like finding a new trade wind. 
• Enhanced operation and future scalability, thanks to the capabilities of Pega PlatformTM and Pega Customer Service™, preparing the cruise line for uncharted territories. 
• Exploring the feasibility of Pega Decisioning & Next Best Action, setting the course for personalized guest experiences.