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CLIENT CASE STUDY

Leading tourism company: Digital transformation

Creating flexibility and scalability to improve sales channels and deepen customer loyalty with Microsoft Azure Public Cloud

Overview

A leading tourism company was seeking a flexible and scalable infrastructure technology to support future growth. Using the Microsoft Azure Public Cloud, Accenture led the company’s digital platform transformation by delivering a full set of digital technology services to enhance website performance, improve the web booking process and extend integration to new digital channels worldwide. These improvements were required to increase both sales channel traffic and conversion improvement; reduce cancellation rates to help drive more overall sales, digital and direct sales, and sales of extra services to customers; and deepen customer loyalty. Accenture also developed new software that allowed for better integration with online travel agencies than before, which caused sales in conjunction with online travel agencies to increase by more than 100 percent.

Opportunity

The company was seeking a flexible and scalable infrastructure technology to enhance its sales channels and deepen customer loyalty. A public infrastructure-as-a-service (IaaS) solution hosted in one main data center seemed viable, as it would feature:

  • Data replication in a secondary data center in the event of a disaster impacting the main facility.

  • Flexible capacity to address resource demands.

  • Increased speed and agility to deploy applications faster.

  • Increased scalability with no limits on what the company could do or what resources it would need in the future.

Solution

The Accenture team brought the full range of its Digital Technology Consulting and Outsourcing capabilities to help the company transform its digital infrastructure across sales and marketing using the Microsoft Azure Public Cloud. The team has carried on the following transition activities to move to the new cloud-based platform:

  • Upgrading the operating systems before the move to the cloud

  • Testing for compatibility with Azure

  • Upgrading databases to gain horizontal scalability

  • Providing infrastructure services such as backup, monitoring, patching, antivirus and damage assessment

Results

The company’s digital platform transformation—with its new architecture, enhanced website performance and web booking, and expanded utilization of digital channels—is expected to increase both sales channel traffic and conversion optimization. This, in turn, would help drive more overall sales, digital and direct sales, and sales of extra services to customers and deepen customer loyalty. Accenture also helped develop new software that allowed for better integration with online travel agencies than before, which caused sales in conjunction with online travel agencies to increase by more than 100 percent.