House of Travel / Orbit World Travel
What was getting in the customer's way?
House of Travel had already invested in Dynamics 365, but the original implementation wasn't delivering the experience the business needed. The existing solution had been designed around a highly email-centric way of working. Over time this introduced complex processes, manual intervention and performance challenges.
The challenge wasn't simply fixing individual technical issues. The platform needed to be simplified and realigned with the business processes it was supposed to support.
How we approached it
VINERGY started by auditing the existing Dynamics 365 environment, reviewing areas including application lifecycle management, custom solutions, the model-driven application, security and the broader solution architecture.
VINERGY recommended a broader Dynamics 365 Refresh rather than continuing to layer fixes onto the existing design. The approach focused on rebuilding Dynamics 365 Customer Service around established platform practices, simplifying the underlying processes and helping House of Travel use the system more effectively.
A major part of the redesign was moving away from the idea that every email should become its own case. VINERGY worked with stakeholders to reshape the case-management process and create a cleaner distinction between the customer request, its associated communications and the work required to resolve it.
Key Outcomes
What we brought to the engagement
House of Travel didn't need another CRM. They needed someone willing to challenge how their existing CRM had been designed.
VINERGY brought an independent perspective, deep Dynamics 365 expertise and a business-first approach. Instead of continuing to patch the symptoms, we stepped back, identified the underlying design and process issues, and helped reshape Dynamics 365 into a platform the business could continue to build on.
