Successful post-pandemic recovery achieved through digital transformation
Rocky Mountaineer offers luxury train journeys through Western Canada and the American Southwest.
Due to the COVID-19 pandemic, Rocky Mountaineer was unable to operate trains in 2020 and for most of 2021, which resulted in significant revenue loss for the company. As part of their efforts to recover and rebuild the business, they prioritised a company-wide digital transformation effort. This foundational project centered on their partnership with Kaptio, which started in 2018. The objectives were to improve their booking technology platform to develop an effective go-to-market engine that prioritized key partnerships, online booking growth, and improvements in mid and back-office automations.
Through improved strategic alignment, Rocky Mountaineer and Kaptio were able to prioritize enhancements to establish the foundation the business needed to recover from the pandemic. Rocky Mountaineer’s investment in digital transformation enabled tangible and meaningful sales results. Refinements to the Kaptio Travel Platform, Multi Day Packages Edition allowed for quicker sales processing, which enabled the company to effectively leverage its marketing, internal sales, and other recovery efforts to achieve the highest single day of sales in company history. This work also supported 60% more online bookings in 2022 compared to 2019, pre-pandemic. This project was a foundational component in the company’s continued post-pandemic recovery.
Key Success Metrics
faster product loading
more online sales compared to 2019 (pre-pandemic)
One day gained.
Average of 7.5h per week of usability improvements per front-office user.
Online promo codes & Air Canada loyalty integration resulted in Jan’ 2022 sales exceeding pre-pandemic sales for Jan’ 2019.
Introduced mid- and back-office automation to enable operational readiness for the operating season with lower staffing requirements.