IT Management Revolution for Luxury Cruises

A luxury river cruise company in Singapore offers exclusive, high-end experiences on iconic rivers. SmartDev supports their exceptional customer service by managing their IT landscape through comprehensive Application Management Services (AMS), ensuring a seamless online end-user experience.
Headcount

Backend Developers, Frontend Developer, Quality Assurance Engineer, Business Analyst

Industries

Luxury River Cruises

Products and Services

Application Management Service (AMS)

Timescales

Ongoing (Since July 2024)

Country

Singapore

Business Overview

Headquartered in Singapore, this luxury river cruise company curates exclusive travel experiences along some of the world’s most iconic waterways. Renowned for its attention to detail, personalized service, and elegant design, the company caters to discerning travelers seeking immersive, high-end adventures.

With a commitment to delivering world-class hospitality, the organization blends modern comfort with cultural exploration. Its focus on seamless digital engagement and operational excellence ensures that every journey meets the highest standards of service and sophistication.

The Challenge

Our client, lacking an internal IT team, faced challenges with inconsistent service quality and fragmented IT strategy. This limited technical expertise hindered their ability to deliver exceptional guest experiences.

To address these issues, they sought a reliable partner to:

  • Manage IT Operations: Streamline processes and ensure seamless operations.
  • Enhance Online Systems: Optimize CRM, websites, and payment systems for a superior user experience.
  • Prioritize Security: Protect sensitive data and maintain customer trust.

The Solution

Our client sought a transformative IT solution to enhance guest experiences. SmartDev provided comprehensive IT management and proactive support, addressing critical needs:

  • Centralized IT Management: Streamlined operations using Jira, Zoho CRM, and Drupal.
  • Proactive Maintenance: Ensured seamless performance of CRM, websites, and payment systems.

By prioritizing digital excellence, SmartDev helped the client maintain their reputation for luxury and impeccable service.

Technology Stacks

Zoho CRM
SharePoint
Drupal

IT Management Revolution Process

INCIDENT INCEPTION

Utilizing Jira Service Desk, SmartDev transforms ticket management into a seamless process that guarantees quick responses and resolutions.

Ticket Analysis: Each ticket undergoes a thorough analysis to identify its category and urgency, ensuring that no issue is overlooked.
Information Verification: We verify all necessary information, requesting additional details when needed to ensure a comprehensive understanding of each issue.
Task Assignment: Tasks are swiftly assigned to the most suitable technicians, ensuring rapid and effective resolution, keeping your operations running smoothly and efficiently.

PROBLEM RESOLUTION

Proven Track Record with ITIL Processes: Rely on our consistent adherence to ITIL best practices, demonstrating our commitment to reliable and efficient IT service management.
EU-Based Quality with Experienced Resources: Experience high-quality services provided by our team of seasoned professionals, ensuring top-notch performance and expertise.
Agile Development Methodology: Leverage our agile approach to ensure rapid and effective problem resolution, adapting swiftly to changing needs and priorities.

Client Achievements

Proactive Maintenance and Minimized Downtime

Our team's proactive maintenance of the client's CRM, websites, and payment systems ensured a reliable and uninterrupted digital experience. This minimized downtime and contributed to the company's reputation for excellence in service and experience.

Streamlined IT Operations and Enhanced Efficiency

SmartDev's implementation of Jira for issue tracking and the integration of Zoho CRM and Drupal resulted in a more efficient and cohesive digital infrastructure. This streamlined approach reduced the burden on the client's internal team and improved overall operational efficiency.

Enhanced Guest Experience

The seamless digital interactions facilitated by SmartDev's solutions, from booking to payment, reinforced the client's brand image and provided a luxurious and impeccable guest experience. This positive impact on the guest experience contributed to the company's overall success and reputation.

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