Jagged Globe: keeping bookings, customer records and the website in step

The situation

Jagged Globe organises climbing, trekking and ski expeditions around the world. Customer records, bookings and enquiry forms pass between its internal database and its website all day.

When that breaks, it shows quickly. A booking doesn’t appear online, a customer record doesn’t come across, or staff can’t get at the data they need to answer the phone. On top of that, database performance and access problems were interrupting office work.

What the work involves

This is an ongoing arrangement, not a project with an end date.

Getting data moving reliably. We traced and corrected the faults in how customer records, bookings and experience forms moved between database and website. Where data had been lost, we restored it. The processes themselves were changed so it’s less likely to happen again. New customers, bookings and expedition leaders now transfer as they should, which takes a checking job out of the day.

Database reliability. Access and performance problems were investigated and fixed, so staff get on with their work.

Help when it’s urgent. For a business taking bookings on trips people plan their year around, a system fault is a customer service problem. Urgent issues are picked up and dealt with quickly.

Practical improvements. Direct export of tour information, better customer record management, improved reporting, and the return of workflow shortcuts lost in earlier system changes.

Keeping pace. Regular maintenance keeps everything working as the cloud platforms, database connections and third-party links around it change.

What changed

Customer and booking data is more reliable, and the link between the database and the website holds. Problems are fixed faster, and there’s less disruption when something does go wrong. Office staff can trust what’s in front of them.

The team spends its time on customers and expeditions, not on chasing technical problems.