Transforming TripaDeal’s Online Order Process with Salesforce Automation
Solution Category
Online Order Expansion
Customer
TripaDeal
Industry
Travel Services
Segment
ESMB (Emerging Small and Medium Businesses)
Country
Australia
Go-Live Date
July 2021
Introduction
TripaDeal, one of Australia’s most trusted travel companies, offers curated tours, hotel stays, and flight packages at unbeatable prices. As the brand continued to expand, it needed a scalable order management system that could support multiple passengers, dynamic add-ons, and seamless financial integrations—all within Salesforce.
To address these challenges, TripaDeal partnered with PSAG Technologies to implement a Salesforce-driven Online Order Expansion solution that simplified order creation, improved visibility, and delivered an enhanced booking experience for both customers and internal teams.
The Business Challenge
TripaDeal’s existing order process was unable to handle the complexity of managing multiple passengers, diverse add-ons, and variable booking preferences across multiple destinations.
Key challenges included:
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Limitation of one order per booking, even with multiple passengers from different departure cities.
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Need for add-ons to be created and managed per passenger within the same order structure.
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Room allocations and hotel bookings per passenger or twin sharing were manually tracked.
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Difficulty applying discount coupons specific to room upgrades or activities.
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Lack of order status tracking and automation for monitoring active bookings.
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Dynamic pricing models (Arrive Early / Stay Behind) were not yet implemented.
TripaDeal needed a robust Salesforce solution that could automate order workflows, support multiple order line items, and link financial transactions seamlessly within the booking ecosystem.
PSAG’s Approach: Tailored Salesforce Implementation for Online Order Expansion
PSAG Technologies implemented a Salesforce-based framework designed to bring flexibility, scalability, and clarity to TripaDeal’s order management process.
Key implementation steps:
- Order Creation Flow: Defined the complete customer journey—from selecting a deal to checkout—by integrating Salesforce with Heroku Connect, enabling real-time synchronization.
- Order Line Items (OLI): Allowed multiple line items per order (up to 10 passengers), supporting core deals and add-ons within one unified structure.
- Add-On Management: Introduced configurable add-ons (e.g., room bookings, upgrades, excursions) personalized per passenger, enhancing flexibility.
- Financials & Payments: Automated financial tracking and reporting for each order, ensuring complete visibility and accuracy.
- Dynamic Pricing & Discounts: Enabled discount and pricing logic for add-ons, bookings, and activities, improving customer satisfaction and operational transparency.
Impact of Salesforce Implementation for Online Order Expansion
The new Salesforce solution transformed TripaDeal’s order management into a more intuitive, organized, and scalable system.
Key impacts included:
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Simplified Order Process: Customers could create and customize complex bookings easily within a single unified flow.
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Improved Transparency: Introduction of Order Line Items provided clear visibility into deals, add-ons, and financial details.
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Enhanced Customer Experience: Personalized add-ons and room options tailored to customer preferences improved satisfaction.
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Financial Accuracy: Centralized handling of all financial transactions reduced manual errors and improved reporting efficiency.
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Increased Scalability: The solution supported multiple passengers and add-ons, making it easier to handle large-scale bookings.
Outcomes
- Enhanced customer experience with faster and more flexible order management.
- Improved financial transparency and accountability in reporting.
- Increased scalability and operational efficiency.
- Streamlined order creation and management with reduced manual effort.
Why It Matters
This project highlights how PSAG Technologies leveraged Salesforce automation to simplify complex booking workflows for TripaDeal’s travel operations.
By integrating multi-passenger orders, flexible add-ons, and real-time financial reporting, PSAG helped TripaDeal move from a rigid manual system to a fluid, intelligent order management framework—improving efficiency, accuracy, and customer delight at every step.