“Hollstadt & Associates’ program manager and business analysts were extremely attentive, helped make sure the project remained on schedule, and greatly contributed to this mission-critical project’s success.” – Director of Information Technology
One of the world’s largest travel organizations, this client provides people across the world with transportation services.
To increase its customer base and maintain the loyalty of existing patrons, this client sought to significantly enhance its customer appreciation program. Its goal was twofold: to expand the program to include multiple membership levels and alliances with car, hotel, airline and retail partners, while simultaneously launching a credit card offering that provided users with rewards points for every purchase they made with the card. In order to achieve these significant objectives, the client required a major systems upgrade to ensure accurate account management and seamless member service. Completing the multi-million dollar system re-write was a mission-critical project for the client and required input and assistance from resources throughout the organization. After three project managers they engaged from three different IT firms were released for inadequate performance, the client turned to Hollstadt for help.
The client engaged a senior-level program manager and two expert business analysts from Hollstadt. The program manager helped handle the entire delivery process from planning to post implementation assessment. Working with Hollstadt’s business analysts and the client’s project team, the program manager developed a comprehensive plan that detailed critical activities, milestones, checkpoints and deliverables throughout the entire project life cycle.
This major project — comprised of eight million lines of code, 3,000 programs used in 82 batch programs, 140 online programs, and 231 DB2 tables and new business rules — was a success. The new technology seamlessly interfaces with eight internal applications, two vendor systems and 72 partner systems. Top executives at the travel organization stated that the new technology will enable them to fundamentally change how they market their services, now that they have the ability to reach 20 million rewards members via the Internet. Not only that, performance tests indicate the system will handle 80 million customers, a fourfold increase over the current member volume. Hollstadt also provided a training reference guide for all system users, and 1,500 associates throughout the world were trained on the use of the system.