SITA Web Solution: Automating Travel Query Workflows for SITA
Client
SITA (Travel & Tourism Division)
Industry
Travel & Tourism
Location
India
Project Duration
4 Months
Website
Technology Environment
Brief
SITA is a leading travel and tourism service provider in India, specializing in organizing and managing a variety of trade events, conferences, and tours. The objective was to develop a custom web platform that streamlines the travel planning process, reduces operational inefficiencies, and enhances the overall experience for both internal teams and customers.
Our design approach focused on reimagining the existing workflows by conducting a Heuristic Evaluation and improving the UI/UX design. The challenge was to make complex processes intuitive without disrupting the existing API structure and backend flows.
The Challenge
- Inefficient Query Processing: The existing workflow for handling FIT and range-type queries took up to 3 hours per query.
- Complex Bulk Booking Flows: The booking process was cumbersome and confusing, requiring numerous steps.
- Inconsistent User Experiences: Multiple user roles (CSEs, FHEs, Branch, and Travel Desk) had overlapping responsibilities, which confused.
- Unoptimized Dashboards: Users struggled to manage bookings, queries, and approvals from a single interface.
- Lack of Automation: The system lacked automated workflows, leading to slow response times and increased manual intervention.
Proposed Solution
- UX Overhaul with Automation: Automating key workflows to reduce manual time from 3 hours to 1 hour per query, improving efficiency across the platform.
- Role-Based Workflow Customization: Creating user-centric workflows for different roles (CSEs, FHEs, Travel Desk) to simplify operations and enhance task clarity.
- Intuitive Dashboards and UI Design: Redesigning dashboards and UI screens to provide real-time updates and easy access to critical data.
- Simplified Bulk Booking Flows: Reworking the booking interface to streamline bulk booking processes and minimize user confusion.
- AI Integration: Designing a framework for future AI features, such as intelligent driver selection based on location, ratings, and customer preferences.
Key Deliverables
Key Feature Enhancements
Streamlined Query Creation
Enabled query approvals and tour bookings with one-click actions, reducing the need for back-and-forth communications. Simplifying a long and repetitive query creation process to save time and reduce confusion.
Bulk Booking
Book multiple products with a single click. This reduces the need for multiple clicks to reach the main goal of booking all products.
Book Meet & Greet Executives with Ease
View and book M&G executives in a streamlined flow based on their availability. Book previously mapped executives to ensure a better client experience.
Itinerary Builder
Streamlined the creation of travel itineraries and exportable proposals.
New Feature Development
Voucher Overview
View the status of all vouchers at a glance to ensure no missed payments.
Plan Itinerary at One Go
Switch between different days seamlessly while planning your day to avoid breaking continuity and reduce the number of clicks.
Easy and Standard Proposal Generation
Select parameters to include in the proposal and generate it with a single button.
Delivery and Deployment
Phase 1 Delivery: Delivered core functionalities for FIT and range-type queries, with the majority of workflows automated.
Collaborative Process: Worked closely with the client through weekly calls and continuous Figma feedback loops to ensure designs met client expectations.
Module-Based UI Implementation: Delivered customized UI screens for CSEs, FHEs, Travel Desk, and Branch logins, streamlining operations.
Ongoing Phase 2: The second phase focuses on expanding to additional modules such as vendor management, finance, and forecasting.
Value Creation and Impact of Our Solution
Commercial Impact
Our solution achieved a remarkable 67% reduction in time spent on routine tasks, automating manual processes from 3 hours to just 1 hour. This efficiency gain enables teams to handle more client requests with existing resources, increasing service capacity without additional hiring costs. The streamlined proposal generation accelerates deal closure timelines, leading to faster revenue realization, while the intuitive interface reduces training costs for new employees.
Impact on Brand Equity
The enhanced platform strengthens SITA’s market position through improved client satisfaction via faster response times and superior service quality. Professional proposal generation elevates brand perception, positioning SITA as a premium service provider. The advanced automation capabilities create a clear competitive advantage, differentiating SITA from traditional providers and establishing it as a market leader, attracting quality clients who value efficiency.
Impact on Team Productivity
Travel agents experience substantial productivity gains through automated workflows and unified dashboard management, eliminating time-consuming manual processes. Systematic automation minimizes human errors in booking and itinerary creation, improving service reliability. Staff satisfaction has improved as the elimination of repetitive tasks allows focus on high-value customer service, while enhanced role-based access improves inter-departmental coordination and smoother project execution.
Platform for Future Innovation
The modular architecture provides a robust foundation for continuous enhancement and scalability, supporting SITA’s long-term growth objectives. Phase 2 developments will introduce advanced vendor management, comprehensive analytics through forecast dashboards, and expanded AI features for intelligent recommendations. The platform supports seamless integration of emerging technologies, ensuring adaptability to changing industry requirements and maintaining a competitive edge through predictive analytics and automated vendor selection.