Sergey Scheglov Portfolio
Project: travel erp system
Enhanced B2B travel system enabled efficient travel packages and travel documents management. Automated internal processes to reduce costs and improve performance.
Background
This project aimed to replace an outdated booking management platform with a modern ERP system tailored for the travel industry. The ERP was designed to support B2B operations for travel agencies, improve internal efficiency, and integrate all business-critical processes — from booking and visa handling to logistics, document generation, and external supplier connections. The system also included a multi-service inventory covering hotels, flights, transfers, visas, insurance, and excursions.
Objectives
- Improve operational transparency and control in transfer and excursion management;
- Reduce errors and manual coordination through a structured assignment system;
- Improve customer satisfaction by ensuring punctuality, quality of transport, and guide services;
- Simplify interactions with transport and excursion suppliers;
- Increase efficiency and profitability by optimizing vehicle capacity and staff allocation.
Challenges
- The core system was generic and required improvements to fit each regional office’s unique operations.
- Stakeholder teams (drivers, guides, coordinators) had limited digital experience, requiring hands-on support.
- The time-and-materials billing model made cost control unpredictable, especially when adapting configurations mid-season.
- No formal project methodology was defined, and collaboration between the customer and Juniper relied on ticket-based communication and ad hoc cycles.
- Real-world operations introduced edge cases not originally accounted for in the standard SaaS workflows.
My Role
I worked as a local Product Owner and and Implementation lead, responsible for aligning the system with real-world operations and driving its adoption across branch offices in Italy, Egypt, and Thailand.
My responsibilities included:
- Gathering local business requirements from logistics managers, dispatchers, and guides;
- Leading the implementation process and aligning workflows with actual operations;
- Conducting user training and feedback sessions;
- Ensuring readiness for seasonal peaks and high-volume travel periods.
Key Functionalities / Modules
- Inventory Management – Centralized catalog of travel services: hotels, flights, transfers, insurance, visas, excursions.
- Booking Module – Support for complex package bookings, modifications, and document generation.
- Visa Management Subsystem (see Visa Management Subsystem Project) – Full-cycle automation of visa workflows, including document checklists, status tracking, barcode-based logistics, and consulate integrations.
- Logistics & Document Handling – Document packaging, internal routing, courier tracking, and physical workflow management.
- CRM Integration – Tools for managing client relationships and personalized B2C communication.
- Financial Module – Invoicing, payments, and accounting process automation.
- External Supplier Integrations – XML/API and file-based connections with 15+ partners.
- Analytics & Reporting – External BI system for decision-making.
Approach
Given the unstructured nature of the process, I followed a pragmatic, iterative approach:
Although not labeled formally, the process resembled incremental development with elements of Agile and prototyping, delivered under a time-and-materials (T&M) model — allowing flexibility but increasing uncertainty.
- Collaborated directly with local operations teams to define workflows based on actual use cases;
- Helped translate those needs into tickets and specs for Juniper’s product team;
- Introduced prototyping for more complex workflows to validate solutions before full configuration;
- Prioritized delivery around seasonal timelines (e.g. summer high season) and ensured operational readiness;
- Acted as a liaison for post-implementation feedback and iterative adjustment.
Although not labeled formally, the process resembled incremental development with elements of Agile and prototyping, delivered under a time-and-materials (T&M) model — allowing flexibility but increasing uncertainty.
Methodology and Tools
- Process Model: Incremental, ticket-based development with prototyping support
- Budgeting Model: Time-and-materials (hourly billing per ticket)
- Techniques and Tools Used:
- Juniper’s internal ticketing system – for submitting and tracking development/configuration tasks
- Wireframes – to visualize user interfaces and clarify workflows for both local teams and developers
- Activity diagrams – to document operational logic, including transfer assignment and service flow
- MS Project – for internal roadmap planning, aligned with high-season timelines
- Spreadsheets and service plans – to define timing, route logic, and operational configurations
- Exportable tools (Excel/PDF) – for generating daily reports, assignment sheets, and guide/driver briefings
- Hands-on training sessions – to onboard key users, familiarize staff with the system, and collect feedback from real usage
- Cross-branch collaboration – facilitated on-site onboarding and process familiarization of Thailand-based key users at the Spanish branch, promoting internal knowledge transfer and consistency across markets
- User interviews and live demos – to validate workflows and fine-tune configurations based on real needs in Italy, Egypt, and Thailand
Results
- Developed a top market solution that remained in use for 18 years.
- Increased service department productivity by 200% over 4 years by optimizing and automating workflows.
- Built an API for marketplace integration and XML connections with 15+ suppliers.
- Created a logistics system for travel document delivery.
- Integrated CRM for B2C sales.
Lessons Learned
- Implementation is as critical as development — local adaptation determines real-world success;
- Even without formal Agile processes, incremental collaboration and frequent feedback create positive delivery cycles;
- Engaging directly with non-technical staff like guides and dispatchers uncovers issues that documents alone can’t capture;
Contacts
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