Transforming a Hotel Booking Website into a High-Performance Mobile Application
Overview.
The client, North America's largest owner/operator of company-branded hotels, sought to enhance customer experience by transforming their existing consumer mobile website into a feature-rich mobile application. Coforge delivered a cutting-edge app integrating the client's loyalty program and third-party systems, providing a seamless, personalized guest experience. The app's user-centric design and advanced functionalities led to increased customer engagement and operational efficiencies.
The client faced several challenges affecting their operations and goals:
Indirect Channel Dependence: Nearly 20% of total bookings were obtained through indirect channels, split between GDS channels and online partners, limiting direct customer interaction and increasing costs.
User Experience: The existing mobile booking site was essentially a web view/wrapper with limited native capabilities, resulting in a subpar user experience and low engagement.
Scalability and Flexibility: The current setup lacked the necessary scaffolding to enable future scalability and integration with new technologies.
Regulatory Compliance: Ensuring the application met all regulatory standards for security and data protection was crucial.
Efficiency and Automation: The client needed a more efficient, automated process to reduce paperwork and improve operational efficiency.
Solution.
Coforge was chosen as the preferred partner to address these challenges by building a new mobile app using a cross-platform approach. The implemented solution included:
NextGen and Cross-Platform Technologies: Developed a robust mobile application leveraging React Native for a seamless experience across Android and iOS platforms.
User-Centered Design: Employed a user-centered design approach to create an intuitive interface, balancing usability and human cognition for a positive user experience.
Integration with Third-Party Systems: Ensured seamless integration with the client's loyalty program and third-party applications like analytics platforms, crash monitoring tools, push notifications, live chat agents, error logging, and token management systems.
Enhanced Functionalities: Incorporated features such as biometric authentication, QR code scanning for faster check-ins, offline access to reservations, and live agent support for real-time assistance.
Agile Methodology and DevOps Principles: Adopted Agile methodology and DevOps principles for continuous delivery, frequent demonstrations, and ongoing improvements using analytics and monitoring.
Scalable Architecture: Built a future-ready architecture with modularity and ease of adding new functionalities, ensuring high interoperability and compliance with security standards.
The impact.
The implementation of Coforge's solution had a profound impact on the client's operations:
Increased Direct Bookings: Achieved a 30% increase in direct bookings through the new mobile app, reducing dependency on indirect channels.
Enhanced Customer Satisfaction: Provided a user-friendly, intuitive booking and self-service channel, significantly improving customer engagement and satisfaction.
Operational Efficiency: Streamlined operations and reduced paperwork through automation, leading to cost savings and better resource allocation.
Future-Ready Architecture: Delivered a flexible, modular, and scalable architecture capable of meeting future business and technical needs.
Compliance and Security: Ensured the mobile application met all regulatory standards, providing robust security for guest information and financial transactions.
Positive Feedback and Reputation: Garnered positive feedback from users, enhancing the client’s reputation and fostering customer loyalty.
