Case Study: Leading Global Online Travel Agency achieves personalised dynamic packaging and 15% business growth with IBS Software

Personalising Customer Experience in Dynamic Packaging for a Leading OTA

Leading Global Online Travel Agency, operating in over 75 countries, faced limited and inflexible dynamic packaging options, complicated multi-line billing, and pricing discrepancies that hurt conversion and customer experience. They engaged IBS Software to modernize their dynamic packaging service, using IBS Software’s dynamic packaging solution to deliver more flexible, personalized travel packages.

IBS Software implemented enhanced inventory and package workflow management, pricing management with machine learning for personalized offers, payment integrations for single billing, and improved agent servicing for post-booking changes. The solution enabled real-time single-booking experiences across flights, hotels, cars and activities and delivered measurable impact — a 15% growth in business and a 20% increase in repeat bookings — with the customer continuing to expand the partnership with IBS Software.