The central platform the entire company runs on
Requests arrived from the website, telephony lived elsewhere, quotes went out by email, sales were tracked in spreadsheets, and agent performance was tracked nowhere. We built the system that holds all of it: the agent picks up the request, calls, searches Sabre and Amadeus, quotes, collects payment and issues the ticket — without ever leaving the app.
The client sells premium airline tickets. Their business flow is easy to describe: a flight request comes in from the website, an agent picks it up, searches the options, sends quotes, negotiates on the phone, takes payment, issues the ticket. Dozens of times a day, with dozens of agents, across several offices.
All of it happened across separate tools: the reservation system in one place, telephony in another, quotes over email, sales tracked in spreadsheets — and agent performance tracked nowhere at all. They needed one system that could hold everything.
The search engine behind itThe Sabre-integrated flight search engineThe approval flow, automated laterApproval Engine — the CRM's quality checksThey wanted one system where an agent spends the entire day — from the request landing on the site to the ticket issued and the commission calculated.
A complete CRM where the agency's entire operation takes place. Requests arrive automatically from the company's websites and are distributed to agents through queues and priorities. From there, everything that follows — search, quote, call, negotiation, payment, ticket — happens in the same application.
One path, one screen. Everything that happens along the way stays attached to the request — calls, messages, quotes, payments.
Flight requests arrive automatically from the company's websites and are distributed to agents by queue and priority. The agent picks one up, builds the quote, sends it, negotiates, then records the sale: passengers, payment method, collection, invoice, ticket issued.
The system connects to the global distribution systems — Sabre and Amadeus — pulling both public fares and the agency's negotiated private fares, with the real commission shown on every option. The agent never leaves for another app.
Agents call straight from the app through the VoIP integration. Every call — duration, recording, outcome — attaches automatically to the customer's request. So do WhatsApp conversations, routed automatically to the right agent. No more “I spoke to the customer, but it isn't written down anywhere”.
The system measures every agent's and every team's performance — sales, profit, conversion rates. It has automatic call queues, targets and leaderboards, plus the administrative side: leave requests, penalties, work schedules, activity logs.
An agent can't just close an opportunity: they have to request a manager's approval, and the manager checks whether the work was actually done — calls made, quotes sent, follow-ups attempted. The approval flow lives in the CRM, and we later automated it as a separate project.
Support cases, booking changes, credits issued to customers, refunds — everything that happens after the sale stays in the same system.
A request from the website has to reach the right agent, who calls through a telephony provider, searches two different global reservation systems, sends a quote, collects payment through several methods and issues a ticket. Every step touches another system, with its own rules.
The CRM is the layer that holds them all together and makes them feel like a single process. The agent sees one screen; behind it, the system talks to everything else.
Every piece is an integration with a system you don't control: a GDS that responds differently from its documentation, a phone exchange, a payment processor. When one misbehaves, the agent must not be left stuck.
Each integration has its own protective layer — retries, intermediate states, errors handled explicitly — so a problem in an external system never halts the sale in progress.
The sale doesn't end at the issued ticket. Everything must be reflected correctly in the company's profit and in the agent's bonus — otherwise the system loses the trust of exactly the people who use it every day.
The real commission, the profit per sale and performance per agent and team are computed from the same data that moved through the flow. No parallel ledger, no manual reconciliation at month end.
An agent spends the day in a single application: receiving requests, calling, searching, quoting, selling and issuing.
And management sees in real time what every person and every office produces — from the same data the agents work on, not from a report assembled separately.
We build the layer that makes them feel like one process — and that finally measures what's actually happening.
