Outcreating Traveler Conversions in Travel, Transport and Hospitality with AWS

Client

The client is a leading North American travel marketplace operating at the intersection of hotel distribution, metasearch, and partner-led bookings. The platform connects travelers with a broad mix of independent and branded hotel inventory through a network of owned and partner websites, processing millions of dollars in room inventory daily across multiple geographies.

Acting as a multi-supplier distribution hub, the organization integrates with major online travel agencies, wholesalers, and travel brands to surface real-time availability, pricing, and rate options. Its operating model supports both direct-to-consumer and partner-led journeys, requiring consistent customer experiences across digital and voice channels.

As demand rebounded post-pandemic and competition intensified, the client recognized the need for travel marketplace modernization to scale operations, deepen customer insights, and support new product and commercialization initiatives without increasing operational complexity.

Business Challenges

As travel demand rebounded and competition intensified, the client needed to scale operations across digital and voice channels without increasing cost, risk, or complexity. 

Its existing platforms and operating model were not built for connected journeys, real-time insights, or fast change at enterprise volume. The result was avoidable friction for travelers and agents at the moments that mattered most, which made it harder to Outcreate better service and stronger conversion outcomes.

Key Challenges Included:

• Fragmented contact center experiences across brands and geographies: Agents were required to operate multiple portals for different travel sites, limiting visibility into customer context, increasing average call handling times, and driving inconsistent service experiences.

• Siloed partner and booking operations across a complex ecosystem: Reservations, cancellations, refunds, and escalations were managed across more than 50 partner websites in nine countries, resulting in operational inconsistencies and limited end-to-end control.

• Disconnected digital and voice customer journeys: Online interactions and contact center engagements operated independently, restricting marketing attribution, reducing personalization effectiveness, and limiting the ability to act on customer intent in real time.

• Rising operational costs and fraud exposure: High volumes of external API calls and a growing number of fraudulent booking attempts increased infrastructure costs and consumed agent capacity without delivering business value.

• Limited agility for product innovation and commercialization: Legacy systems and ad-hoc deployment practices slowed experimentation, constrained scalability, and delayed the launch of new customer and partner-facing platforms, including SaaS-based offerings.

To move forward, the client needed to unify workflows across channels and partners, connect online and offline journeys to generate actionable insights, and reduce costs and fraud exposure. Additionally, they aimed to establish a scalable foundation for faster travel technology innovation and commercialization.

Recommended Explore: Revolutionary Contact Center as a Service (CCaaS)

LTM’s Solution

LTM appeared as the Business Creativity partner to re-architect the client’s customer experience and partner operations through a set of integrated, cloud-native platforms built on Amazon Web Services (AWS). The objective was to unify fragmented workflows, connect digital and voice journeys, and establish a scalable foundation that could support operational efficiency and future product innovation.

Key Solution Components Included:

• Unified contact center platform for consistent agent experiences : LTM designed and implemented a single, consolidated agent application that replaced multiple brand-specific tools. The platform unified calls from all major customer-facing sites, surfacing real-time pricing, availability, and customer context. This enabled agents to operate with consistent workflows and improved visibility across interactions.
• Centralized partner booking and operations hub : A robust platform was developed to manage reservations, cancellations, refunds, and escalations across the client’s partner ecosystem. Data from multiple systems was aggregated into a unified AWS-hosted backend, providing a single operational view.
  
  The solution also incorporated call recording for quality analysis and a built-in learning management capability to support partner agents' onboarding and training. It meets Payment Card Industry Data Security Standard (PCI DSS) and General Data Protection Regulation (GDPR) requirements.
• Customer intent analytics platform spanning digital and voice channels : LTM engineered a platform to track user actions across digital properties and correlate them with contact center interactions.
  
  Insights were delivered through interactive dashboards using Amazon QuickSight, enabling marketing and operations teams to analyze behavior, refine campaigns, and respond to customer intent with greater precision.
  
  The platform was designed to be industry-agnostic and extensible, supporting future commercialization as a standalone SaaS offering.
• Standardized engineering and DevOps practices for scale and reliability : Across all platforms, LTM implemented development operations (DevOps) pipelines, automated testing, and AWS-native monitoring to enable faster, more reliable releases. End-to-end observability and standardized deployment practices improved platform resilience while reducing operational overhead. 

Business Benefits

• Achieved 1.5x higher conversion rates: Improved revenue per interaction by enabling more consistent, context-aware journeys across digital and voice channels.
• Reduced average call handle time by 25%: Increased contact center efficiency by equipping agents with unified workflows and real-time visibility into pricing, availability, and customer context.
• Cut fraudulent booking attempts by over 50%: Lowered fraud-related costs and reduced wasted agent effort by limiting high-friction, non-productive interactions.
• Delivered significant API and infrastructure cost savings: Reduced external API call volumes and improved runtime efficiency through optimized architecture and intelligent caching.
• Improved digital experience with faster performance: Reduced customer abandonment risk by accelerating page loads by more than four seconds.
• Enabled a new SaaS-led revenue opportunity: Established an extensible platform foundation that strengthened partner differentiation and supported the commercialization of reusable capabilities.

Conclusion

Through a multi-year, cloud-first transformation, LTM helped the client modernize and unify core customer experience and partner operations platforms on AWS. The client can now deliver more consistent, context-rich interactions across digital and voice channels, while standardizing processes across its partner ecosystem.

With a stronger engineering foundation and integrated insights across journeys, the organization built a foundation that helps teams think disruptively, move faster with control, and own outcomes across journeys. It is now better positioned to expand into new markets, accelerate product releases, and advance personalization with stronger governance and resilience.

Want to modernize customer experience platforms and unify contact center, digital, and partner operations at scale?

Contact us at [email placeholder] to learn how we can help. It’s time to Outcreate.