Full Integration for A Multi-Channel Travel Services Provider

Yatra.com achieves Business Process Integration with Microsoft Dynamics ERP

About the Client

  • Yatra is a premier multi-channel travel services provider. It provides information on pricing & availability of tickets, hotel bookings and holiday packages for domestic as well as international travel by air, railway, bus or car – for individual & corporate travel needs. Encompassing both online & offline business models, Yatra allows bookings to be made through its online portal, call centre, retail lounges, mobile (WAP/SMS/IVR) or kiosks.
  • Back then, the Indian travel industry was experiencing rapid growth with huge surge in the number of domestic and international travelers – both business and leisure. Slightly over 2 years into the rapidly growing yet fragmented travel industry – Yatra emerged as the most trusted travel brand in India. Competition was intensifying; and it was therefore, essential to retain brand equity and sustain customer trust. 


At Yatra, diverse applications were being used to support different business processes. While the front office application (B2C website) was standalone and integrated with external GDS system, the mid & back office operations were running on CRM & Tally respectively. This resulted in the following business pains: 

  • This disintegrated system structure made manual work inevitable for reconciliation of data – yet with poor reliability and potential delays. 
  • It was challenging to pull data in real time from more than 5,000 hotels across 336 cities in India and over 90,000 hotels around the world – which became utmost essential with growing transaction volumes – 20,000 domestic tickets and 1000 hotels and holiday packages were being booked each day. 
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