Customer Success Stories

A self-servicing customer account for global travel brands

Find out how we built a self-servicing customer account, enabling customers to make bookings more efficiently, and reducing risks and costs for travel brands, all within 12 weeks.

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1 week
Initial discovery to understand the problem and technical approach

4 days
To a working prototype and backlog

2 brands
My Account launched on Arguscarhire.com and Holiday Autos

Zero DevOps
Team needed to run the platform, thanks to serverless architecture

CarTrawler

The Challenge

CarTrawler, a B2B partner to airlines, accommodation providers and online travel retailers, provides a world-leading travel technology platform to connect customers with tailored car rental. 

Following the success of an earlier CMS project, Red Badger was asked to help implement a new loyalty product, My Account. The existing system running on Arguscarhire.com was no longer fit for purpose: it was inflexible and difficult to support, built on a legacy code base that couldn't be reused across brands or partners, available only in English despite needing multiple languages, and lacking FAQs, resulting in costly support calls.

The vision was to build a new loyalty portal where customers could log in, make bookings more efficiently, manage them, and earn loyalty rewards.

 

Our Approach

Red Badger took one-week discovery to understand the problem, analyse the user experience and settle on the right technical approach, ignoring the existing platform to focus on user needs and speed to market. After just four days, the team had a backlog and a working prototype.

The team chose serverless architecture for its speed, security and scalability, removing the need for a dedicated DevOps team, and built a microservices solution combining SaaS tools like Auth0 with bespoke services on API Gateway, GraphQL, Lambda, DynamoDB, Kinesis and ElasticSearch, with a React and Redux front end. Every component was open source or licence-free, keeping build costs and future switching costs lo

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The results

My Account, now running on Arguscarhire.com and Holiday Autos, lets customers see and manage all their bookings in one place, reducing queries to customer support, increasing the repeat booking rate through volume-based discounts, and improving the brands' Net Promoter Score and CSAT.

But don't just take our word for it....

“Their agile approach also helped us to prioritise the features that mattered most – and is something we've subsequently applied in other areas of the team. Working with Red Badger was a great experience.”

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Brands Commercial Director, CarTrawler David Kirby

KEY TAKEAWAYS

Context
CarTrawler's existing loyalty system on Arguscarhire.com was inflexible, English-only, and generated costly support calls, CarTrawler needed a new portal for customers to log in, manage bookings and earn rewards.

Approach
Ran a one-week discovery leading to a working prototype in four days, then built a serverless, microservices solution (Auth0, API Gateway, GraphQL, Lambda, DynamoDB, Kinesis, ElasticSearch, React and Redux) requiring no dedicated DevOps team.

Results
Launched My Account on Arguscarhire.com and Holiday Autos, reducing customer support queries, increasing repeat bookings through loyalty discounts, and improving Net Promoter Score and CSAT.

Ways of Working
Reused the agile, discovery-led approach from CarTrawler's earlier CMS project, helping CarTrawler prioritise the features that mattered most, a practice it has since applied elsewhere in the team.

We solve complicated problems in complex places

Red Badger is the product transformation consultancy for blue chips. Our product design capabilities and technical pedigree build high-performance digital platforms that get you closer to your customers and embed new ways of working. Your journey to an agile, innovative digital product organisation starts today.

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