Case Study
International cruise leader enhances reservation system and user experience with modern unified reservation solution
OUR CLIENT
This client is one of the world's most prestigious cruise lines, operating a fleet of state-of-the-art ships offering unparalleled travel experiences across the globe. With itineraries covering all seven continents, the company provides passengers with luxurious accommodations, world-class dining, and a diverse array of entertainment and leisure activities. Renowned for exceptional customer service and innovative onboard experiences, the cruise line is also committed to sustainability and environmental stewardship, providing unparalleled travel experiences across the globe.
THE CHALLENGE
Disparate and outdated reservation systems hinder communication and operational efficiency
Our client faced significant challenges in managing its business-critical reservation system, which is essential for booking, customer management, and inventory control. The outdated system was comprised of multiple subsystems spread across various locations. It was inefficient and siloed, hampering communication and data sharing between critical business units. The lack of a standardized, centralized control system complicated reservation management and significantly affected the company's overall operational performance.
Integrating these disparate mainframe systems into a single, unified global reservation system was crucial for streamlining operations and enhancing data consistency. Merging multiple systems from different locations posed significant challenges, including data migration, system compatibility, and user training. The new solution would have to ensure seamless communication among all subsystems to avoid service disruptions while enhancing customer experiences.
THE TRANSFORMATION
Modern, centralized SOA unified reservation systems with enhanced user experience
UST developed a comprehensive application support solution utilizing a service-oriented architecture (SOA) proof of concept to address the client's operational challenges. The project's technical environment—including mainframes (OS/390), COBOL, JCL, CICS, and VSAM—was successfully integrated into the updated architecture, modernizing the client's reservation system and enhancing functionality and operational efficiency. Key initiatives to enable the modern reservation system included:
- Integration of legacy systems—UST converted the existing text-based screens of the ATLAS system to integrate seamlessly with a new SOA-enabled business layer, ensuring a smooth transition without disrupting critical functionalities.
- Extraction of embedded business processes—UST performed a detailed analysis of existing COBOL programs to extract and optimize embedded business processes while aligning with the new SOA architecture.
- Development of a browser-based GUI—To improve user experience and accessibility, UST developed a graphical user interface as the new presentation layer, compatible with multiple browsers and systems. This made the system versatile and adaptable across the client's global operations and user base and decreased training time.
THE IMPACT
Modern unified reservation system supports $7B in revenue and improves operational efficiency
By unifying the client’s reservation systems into a single, SOA-enabled platform, UST helped the company significantly enhance operational efficiency and user experience. The modernized system supports high volumes of concurrent users without compromising performance, directly contributing to substantial revenue growth and a strengthened competitive position in the industry. The benefits included:
- Increase in revenue of more than $7 billion—The enhanced capabilities of the unified reservation system directly contributed to increased bookings while supporting substantial revenue growth.
- Support over 3,000 concurrent users—This robust system can now handle high user volumes without compromising performance, enabling efficient processing of bookings and maximizing revenue potential.
- Exceed agreed-upon service levels—UST's exceptional performance ensured all operational benchmarks within the client’s service level agreements were met or surpassed, maintaining the system reliability and availability crucial for 24/7 global operations.
RESOURCES
https://www.ust.com/en/insights/how-to-leverage-the-cloud-for-leagcy-modernization-and-innovation