The client is a leading British cruise line with over 11.5 million guests sailing every year providing authentic travel experiences on land and sea for over 180 years.
Despite already having a website for excursion bookings, onshore self-service kiosk systems, and customer representatives, the client handled the entire shore excursion process manually, such as excursion booking, pass issuance, rebooking, payments, etc.
Although the self-service kiosk systems automated most of the onshore booking process, the kiosks were outnumbered to service the travelers at scale.
As a result, the customer had to wait in long queues to book their shore excursions. Meanwhile, on the other hand, the customer executives faced difﬁculties scaling the services to new bookings, which impacted the overall booking experience of travelers and employee efﬁciency.
To overcome these challenges, the client wanted to complement their website, kiosk systems, and customer service executives with a customer-facing mobile application for iOS and Android for a personalized and seamless booking experience.
Since the client lacked competencies in mobile app development, Zuci Systems was chosen as their technology partner for end-to-end mobile application design and development.