Transforming Quality Engineering for a Leading Global Cruise Line
Location
US
Industry
Travel and Hospitality
Year
2025
Overview
Our client is a globally renowned luxury cruise line, celebrated for delivering an unmatched travel experience on the high seas. Operating across 15 countries and seamlessly managing 12 currencies, they cater to a diverse and elite clientele, setting the gold standard for luxury, comfort, and innovation in the cruise industry.
The cruise line’s technology landscape is highly complex, consisting of numerous integrated enterprise applications and Commercial Off-The-Shelf (COTS) systems, including Seaware, FexcoX, Crafter, and HubSpot. The lack of alignment in release schedules across these systems led to significant quality challenges, including miscommunication, process inefficiencies, and delayed resolutions to critical issues.
Challenges
Issues
Direct Business Challenge
Limited Product Support for Reservation Management
The client relied on a third-party reservation management system that was maintained externally. However, the support provided was limited, causing delays in addressing critical issues.
Lack of Alignment in Release Schedules
Different integrated enterprise applications and COTS systems followed independent release schedules, leading to inconsistencies and deployment failures.
Miscommunication and Process Inefficiencies
Disjointed communication between teams caused delays in defect resolution and impacted overall system reliability.
Delayed Issue Resolution Impacting End-User Experience
Post-release, frequent disruptions caused errors for tour agents and onboard staff, leading to revenue loss.
Qualizeal’s strategic & tactical solutions
Impact
Strategic & Tactical Solutions
Solution 1
QualiZeal established a dedicated reservation management support team to bridge the gap.
Implemented a proactive monitoring system to identify and resolve issues faster.
Solution 2
Standardized release schedules by coordinating with multiple vendors.
Introduced automated CI/CD pipelines to synchronize releases.
Ensured 100% release coverage for all shoreside and shipboard core business processes and core configuration.
Solution 3
Implemented end-to-end traceability using qTest for clear defect tracking.
Established streamlined workflows and quality gates for better collaboration.
Solution 4
Deployed a dedicated production support team to handle critical issues in real time.
Leveraged automation and AI-based monitoring to detect and resolve issues before they affected users.
Introduced QualiZeal’s QE dashboard for real-time insights into key quality metrics.
Value Delivered
Defect Leakage
0
%
Test Coverage
0
%
Security Coverage: Remediation Rate
>
0
%
Release coverage for core business processes
0
%
Key Outcomes
- Operational efficiency, faster time-to-market, and enhanced application reliability across legacy and modern systems.
- Optimized test suite of 3000+ test scenarios, covering both core business processes and reservation system features.
- 100% manual code quality coverage and functional coverage.
- Comprehensive security coverage, including SAST, DAST, and NPT.
- Improved agent satisfaction and reduced defect-related revenue losses.
