Enhancing B2B Engagement with a Centralized Sales Portal

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Introduction

A global airline leader aimed to transform its B2B engagement by modernizing its outdated centralized sales platform. The goal was to simplify travel management for corporate clients and travel agencies, streamline administrative processes, and enable advanced servicing capabilities. Collaborating with a global consulting firm, the airline implemented a centralized Salesforce-powered platform, creating a seamless experience for its B2B customers.

Challenge

The airline’s legacy systems lacked integration and scalability, causing inefficiencies for travel managers and agency partners. Administrative sales tasks consumed excessive time, and limited functionalities hindered effective customer servicing. A centralized sales solution was needed to improve usability, reduce manual tasks, and unlock new revenue opportunities.

Solution

1. Strategy & Vision

The project began with a one-month discovery phase to:

  • Validate system requirements and align stakeholders on key objectives.
  • Develop a digital proof of concept and establish the technical environment for the centralized sales platform.

2. Design & Pilot

The consulting team collaborated with business SMEs to design a portal prototype for a smaller user group. Key features included:

  • Security controls for user data and portal access.
  • CRM foundation integration to provide a unified view of customer data.
  • Initial reporting capabilities to deliver actionable insights.

3. Launch & Refine

The portal was expanded to include:

  • Amenity banking: Enabling easy management of additional services.
  • Servicing knowledge base: Providing quick access to critical information for customer support.
  • Extended reporting capabilities: Allowing detailed analysis of sales and customer engagement.

4. Optimize & Scale

The final phase focused on further enhancement and scalability by introducing:

  • Contract lifecycle management tools for streamlined deal execution.
  • Advanced customer servicing capabilities to meet diverse client needs efficiently.

Results

The implementation of the centralized sales portal, known as Jetstream, delivered substantial improvements:

  • 150% increase in portal traffic compared to the previous system.
  • 18% reduction in weekly administrative sales activities, cutting hours down to minutes.
  • Over $22 million in transactions processed through the Jetstream platform.

Impact Metrics:

  • Customer Experience: 5/5
  • Employee Engagement: 3/5
  • Productivity: 5/5
  • Growth: 4/5

Conclusion

This case study demonstrates the transformative power of a centralized Salesforce solution in the airline industry. By modernizing its centralized sales platform, the airline enhanced its B2B customer experience, improved operational efficiency, and unlocked new revenue streams. The Jetstream platform stands as a testament to the value of digital innovation in optimizing corporate travel management and customer engagement.