A booking portal that cut manual admin by 70%
A mid-sized travel operator drowning in manual itinerary admin — replaced with a self-service portal and automated supplier flow.
The problem
Northwind’s team handled every itinerary change, document request and booking update by hand, across disconnected supplier systems. Peak season meant overtime, errors and frustrated customers — and growth simply meant more admin.
How we tackled it
In a Discovery Sprint we mapped the booking lifecycle end to end and identified the highest-volume manual tasks. We prioritised a customer self-service portal plus automation of the supplier and document workflows behind it.
What we built
We built a secure customer portal where travellers manage bookings, documents and changes themselves, backed by automated supplier integration and document generation. Staff now handle exceptions, not every transaction.
- Self-service portal for bookings, documents and changes
- Automated supplier data flow and document generation
- Performance-engineered for seasonal demand spikes
- Full ownership handed over with documentation
- Customer portal with RBAC
- Supplier API integration
- Automated document generation
- Performance & caching
“Peak season used to mean chaos and overtime. Now the system handles the volume and our team handles the exceptions. It paid for itself in a single season.”
Capabilities behind this build
Customer Portals
Secure portals that let customers self-serve — cutting support load and raising satisfaction.
Explore Stop doing it by handWorkflow Automation
Automate the manual, repetitive processes quietly draining your team’s hours every week.
Explore Make your tools talkAPI & Third-Party Integration
Connect your systems and third-party services so data flows automatically and nothing is re-keyed.
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