endorsedOngoing

CRM Development and Support for Cruise Line

Services Covered:

Custom Software Development

Industry

Hospitality, Travel & Tourism

Duration

125 months

Budget

50K - 199K

Start Date

1 March 2016

Team Size

1-5 Employees

Engagement Model

Offshore

Project Capability Score (PCS)

75/100

Good

Project Capability Score (PCS) estimates how capable Rubyroid Labs is of successfully delivering a project like this, based on its past experience, track record, and ability to handle similar work. Learn more about PCS

Client

Confidential

London, United Kingdom

Project Summary

Rubyroid Labs built and supported a Ruby on Rails CRM for a cruise company to improve reservations and feedback collection. The CRM consolidated check-ins and email workflows, and a feedback system provided insights to maintain service quality. The client praised Rubyroid's responsiveness, proactive issue identification, and account management communication.

Key Challenges

Inefficient reservation process with too many inquiries handled via email.
Need for a more organized booking system to free staff time for customer service.

Project Deliverables

CRM built in Ruby on Rails
Feedback system
Bulk check-in functionality
Email integration
Ongoing code maintenance

Project Solution

Rubyroid Labs expanded and improved the client's CRM using Ruby on Rails, writing and fixing code, adding functionality such as bulk check-ins, integrating email workflows, and implementing a customer feedback system. They began as hourly support and moved to a contract model, providing two dedicated developers (one senior) and an account manager. Communication and project management were handled remotely via Slack/Skype and Google Sheets, and the client was considering migrating hosting to Amazon Web Services.

Project Outcome

Feedback system improved the ability to maintain service quality and respond to customer needs.
CRM enabled staff to spend more time on customer service and streamlined check-ins.
Vendor provided responsive project management and communication enabling timely issue resolution.

Platforms

Tech Stack

Ruby on Rails
Amazon Web Services (AWS)

Client Endorsement

Overall Review Rating

Timeliness

Cost Rating

Willing to Refer

Quality of Deliverables

“The new CRM allows staff more time to provide customer service and the feedback allows for faster responses to any problems that arise on cruises. They are communicative, reliable, and proactively find solutions to issues within the system before they surface.”
Anonymous
Technology Manager
Date: 02/19/2018