TravelEssence Increases Revenue by 20% and Delivers Hyper-Personalized, AI-Powered Experiences
Dutch travel agency TravelEssence focuses on tailor-made holidays to Australia and New Zealand. The company needed to scale a high-touch, human-centric service, which was time-consuming and difficult to replicate.
Supported by partner Creetion, TravelEssence started by rebuilding its core system with OutSystems, leading to a 20% increase in revenue. Now, it is using Agent Workbench to create an “army of AI agents” that accelerates the delivery of tailored recommendations, while preserving the nuanced, human-level interpretation that is at the heart of their brand.
20%
yearly revenue growth4 months
to deliver new core system3 AI Agents
built using Agent WorkbenchDiscover OutSystems
Challenge
Modernizing the core to scale the business
As a luxury travel company, TravelEssence provides deeply personalized travel experiences, a mission that relies on a high-touch, human-centric process. But the company struggled to modernize its core system, a project that was in progress for three years with no end in sight.
To achieve its business goals, TravelEssence needed a new development platform to quickly build the new core system, but also handle the complex, nuanced data required for hyper-personalization. They needed a platform with proven enterprise-grade capabilities that could deliver a solution that had been elusive for years. TravelEssence considered other low-code platforms like Mendix, but ultimately chose OutSystems because of its ability to handle complex integrations and mission-critical applications at a large scale.
"We needed a platform that was fast and powerful enough to handle the complexity of building an AI-powered core system that could streamline all our operations and elevate customer experience. OutSystems was the clear choice."
Rick Hoebée CTO
TravelEssence
TravelEssence
Solution
A new, AI-augmented central nervous system
Initially supported by OutSystems delivery partner Creetion, TravelEssence launched “Travelvety,” its single, unified core system for managing customer data, travel preferences, inventory, booking management, and itinerary creation. Building on this foundation, TravelEssence has since grown an in-house team of 10 developers who now lead the platform’s ongoing development and innovation. The system integrates seamlessly with financial systems for payments and currency risk management, as well as with airlines, hotels, and car rental companies.
With the Travelvety system in place, TravelEssence is now executing its vision to blend AI with a human touch to offer hyper-personalized experiences to its customers. The team has already implemented two AI agents—an engine for automatically translating content and another for generating day summaries for clients' itineraries—and is now using Agent Workbench to deliver an “army of AI agents.”
"OutSystems' Agent Workbench allows us to deliver on our vision of combining the best of both worlds. We’re using it to create a complete army of AI agents, where each specializes in a specific task, freeing up our staff to focus on high-touch work."
Rick Hoebée CTO
TravelEssence
TravelEssence
Results
Delivering the future of personalized travel
After two years of building with OutSystems, the company began to see the tangible effects of all the automation. The company is now doing much more with the same number of people. In their busiest season, they experienced a yearly 20% increase in revenue, yet for staff, it "didn't feel as busy."
Now, the team is using Agent Workbench to build an AI-powered itinerary builder. An army of specialized sub-agents will handle specific parts of the itinerary, such as finding accommodations, optimizing rental cars, and managing flights. With AI agents taking care of cumbersome and time-consuming tasks, TravelEssence staff will have more time to focus on high-value tasks and customer relationships. By combining the “best of both worlds,” TravelEssence is delivering the ultimate, hyper-personalized customer experience.
"The OutSystems platform has allowed us to accelerate our path to hyper-personalization, proving that you can use technology to scale a business without sacrificing the human touch that makes it special."
Rick Hoebée CTO
TravelEssence
TravelEssence
About TravelEssence
- The Netherlands, Germany & United Kingdom
- SMB
-
Strategic goals
- Automation & Efficiency
- Legacy Modernization
-
Application type
- Efficiencies
- Core Systems
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