From Manual to Managed: TripaDeal’s Order Expansion with PSAG
Solution Category
Platform Order Expansion
Customer
TripaDeal
Industry
Travel Services
Segment
ESMB (Emerging Small and Medium Businesses)
Country
Australia
Go-Live Date
July 2021
Introduction
TripaDeal is an Australian online travel agency known for curating bucket-list tours, cruises, and hotel packages at incredible prices. As the company scaled, so did the complexity of its operations. To meet growing customer demand and provide more flexible ordering experiences, TripaDeal needed a system that could seamlessly handle order customization, payments, and cancellations—all while aligning with existing business workflows.
PSAG Technologies partnered with TripaDeal to implement a tailored Salesforce solution designed to expand platform capabilities, enhance customer flexibility, and deliver greater operational visibility.
The Business Challenge
TripaDeal’s existing Salesforce setup had limitations in capturing and managing order details, which affected both customer experience and internal efficiency.
Key challenges included:
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Inability to track detailed order status within Salesforce.
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Limited flexibility for customers to modify or cancel orders after payment.
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Manual intervention required for order management, leading to errors and delays.
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Fragmented visibility into payment-linked orders, making reporting and support complex.
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Difficulty aligning order data with TripaDeal’s existing business processes.
To sustain growth and deliver a seamless booking experience, TripaDeal needed a unified order management framework that could handle transactions, customizations, and real-time updates within Salesforce.
PSAG’s Approach: Tailored Salesforce Implementation for Order Management
PSAG leveraged Salesforce’s native order objects and optimized them for TripaDeal’s specific needs. By linking Orders, Order Line Items, Add-ons, and Payment Transactions, the new system introduced flexibility, automation, and scalability into daily operations.
Key steps included:
- Enhanced Data Linking: Unified order-related objects to provide a single source of truth for order details and payment information.
- Flexible Modifications: Enabled customer support teams to customize or cancel orders post-payment, reducing dependency on manual workflows.
- Automated Order Tracking: Introduced real-time order status updates aligned with TripaDeal’s internal processes.
- Seamless System Integration: Ensured all order operations were synced within Salesforce, minimizing duplication and manual errors.
- User Enablement: Conducted structured user training to ensure smooth adoption and operational efficiency.
Impact of Salesforce implementation for process improvement
The integration significantly improved customer experience, operational accuracy, and internal collaboration, allowing TripaDeal to deliver a faster and more flexible service.
Key outcomes included:
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Enhanced Customer Experience: Customers gained the ability to customize and manage their orders effortlessly, even after payment.
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Improved Order Management: Real-time visibility into order status and transactions enabled faster decision-making and reduced bottlenecks.
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Streamlined Operations: Automated workflows replaced manual interventions, increasing accuracy and saving time across departments.
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Scalable Foundation: The platform now supports expanding order volumes as TripaDeal continues to grow.
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Outcomes
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Increased sales through faster order processing and improved flexibility.
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Enhanced customer retention due to simplified order customization and post-purchase support.
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Efficient, transparent order management aligned with TripaDeal’s business objectives.
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Reduced operational overhead with automated workflows and error-free order tracking.
Why It Matters
This project demonstrates how a Salesforce-powered order management framework can redefine customer experience and operational scalability.
By understanding TripaDeal’s business challenges and aligning Salesforce capabilities accordingly, PSAG Technologies enabled a seamless transition from manual to automated processes.
The result—a smarter, faster, and more connected platform that empowers TripaDeal to serve its growing customer base efficiently, without compromising flexibility or service quality.