Case Study: Holland America Line streamlines online check-in with AIM Consulting

Holland America Line cuts check-in calls 70% with AIM Consulting Group

Holland America Line, a leader in the cruise industry, faced significant challenges with its outdated online check-in process. The decade-old application took guests an average of 41 minutes to complete and was the largest driver of customer support calls, especially as mobile traffic surged. To create a faster, easier, and fully responsive check-in application for its guests and those of its sister line, Seabourn, HAL hired AIM Consulting for application development.

AIM Consulting provided an Agile Scrum team that built a modern, scalable single-page application using AngularJS and a RESTful services layer. This new responsive design worked flawlessly on any device. The results were immediate: the launch was so smooth it was a "non-event" for the support team. AIM Consulting's solution dramatically reduced call center demand, with login-related calls dropping 70% and issues with the cruise contract falling by over 75% within the first month.

Holland America Line