Global Travel Agency ERP System Operation & Management

Luvina Software provided DynamicAX (ERP) system management and maintenance services for a leading Japanese travel agency with a global branch network. Our goal was to ensure smooth and efficient system operations on a worldwide scale.

 

• Region: APAC, EU, and US
• Industry: Accounting for Travel Agencies
• Solution: ERP
• Duration: From August 2017 to Present
• Size: 1035MM (Max: 20MM/month; Current: 11MM/month)
• Service: IT Management Services
• Supported Product: Dynamics AX 2012 R2

 

 

Luvina’s client is a leading travel enterprise in Japan with a rich 110-year history. Their group dominates the Japanese travel market, offering comprehensive travel solutions and services across 181 cities and 35 countries.

Given their global scale, they have chosen Dynamic AX 2012 to integrate and manage revenue, expenses, suppliers, customers, invoices, and related maintenance services for users worldwide.

 

• – The cost of operating and maintaining Dynamic AX 2012 in the travel industry is pretty high, as it requires partners with expertise in both technical and business aspects.
• – Detailed system documentation had not been properly managed and stored, leading to significant gaps.

 

Their Requirement:

The customer sought a reliable partner with robust technical and business expertise to manage, monitor, and operate their system long-term at a reasonable cost.

 

• – Investigated and analyzed the system to develop a tailored maintenance strategy.
• – Assembled a high-quality team with strong technical skills and business acumen to meet the customer’s needs.

 

Strategy:

We established two specialized teams to meet the customer’s needs:

• Helpdesk Team: Provided continuous support to branches, addressing both technical and business-related issues during system use.
• Performance Team: Monitored, managed, and advised on optimization opportunities, executing improvements as needed.

 

The customer consistently rated Luvina highly for system operations, with satisfaction levels consistently exceeding 4 out of 5.

About the System Performance	After system optimization, performance improved significantly, with performance-related support requests decreasing by 90%.
	We provided user support 24/5, with an average response time of just 4 hours and near-perfect accuracy.
About Cost	Luvina helped the customer reduce costs by 50% by taking over tasks previously handled only by expensive vendors.
About Project Managing	• The Helpdesk team’s productivity increased by 50% through regular process updates. • Luvina systematized procedures and documentation, enhancing the customer’s ability to manage their system more effectively.