Customer Context
Business Context
Urgent need to modernize outdated Travel Studio backend. Sells through direct phone/reservations (Mon-Fri 9am-8pm ET), website (trip search, brochure request, customer portal), and B2B travel advisors (28,000 agencies with "Travel Advisor Login" on site). Manual processes for pricing, itineraries, and data entry create operational bottlenecks. FIT booking confirmation averages 24 hours due to manual supplier tracking. Evaluating 3 vendors (Kaptio, Peak 15, TourAmigo + 1 unidentified). Implementation scope and cost is the remaining decision blocker. Tauck referred Scott Avera to Kaptio. Blackout period: Jan–March 2027 — no system changes.
Timeline
Team
Competitive Context
Kaptio won Demo 2 convincingly — Scott said "much, much better." Booking wizard, pricing models, and bundle composition all landed well. Itinerary content management and self-service portals need deeper coverage. Kaptio countered Peak 15 API FUD with Spotlight deck showing Armstrong, Viking, Rocky Mountaineer, Railbookers as live API customers.
Assumptions
- •Data migration scope is moderate: 75,000 customer records, 200+ suppliers, 750 packages/templates likely migrated. Booking history (2012-present) scope TBD. Migration multiplier revised to 1.3x from 1.0x.
- •Phase 1 uses basic manual pricing — full automated Price Model engine deferred to Phase 3
- •Operational itinerary management (multi-version, sales vs operational) deferred to Phase 3
- •MVP delivered with Kaptio platform capabilities and configuration — no core product development
- •Kaptio Pay with Braintree is the payment solution — no custom payment gateway integrations
- •A+R provides dedicated project resources for workshops and UAT
- •No existing Salesforce org — clean org provisioning
- •Phased delivery is acceptable — not all features at go-live
- •Edge Docs is the primary document generation approach
- •Customizations via The Edge framework to protect core upgradeability
- •Phase 2 online booking option (APIs vs Edge Platform) decided during Phase 1 Foundation
- •A+R 2026 system integrations (Sabre, Dynamics, Hyperion, mTrip, 8x8, TRES) scoped across Phase 2/3. A+R 2027 supplier integrations (Sireon Tours, Hotelbeds/TravelGateX) in Phase 3.
- •Single currency (USD) at go-live — multi-currency is a future enhancement if needed
- •All suppliers manual at go-live — 2–3 API supplier integrations (Sireon Tours, Hotelbeds/TravelGateX via GP Solutions) deferred to Phase 3 per A+R 2027 roadmap
- •A+R responsible for populating full product catalog (750 packages, 16,000 services) to timeline fitting project plan — phased loading with priority products first
- •Blackout period: Jan–March 2027 — no system changes during this window. Phase 1B must complete before Jan 2027 or defer to after March 2027
- •1,650 bookings/year (excl. quotes), 4,000 departed passengers/year — manageable transaction volume for go-live
- •28,000 agencies in B2B network — B2B portal/channel is a Phase 2 deliverable, not Phase 1
- •Phase 1 Foundation is a paid engagement producing the SOW — no build without signed SOW
- •Commercial parameters: USD 955/man-day (EUR 830 x 1.15), 20% overhead (8% non-PM + 12% PM), 3 FTE Foundation, 4.5 FTE delivery
How We Work
Kaptio's implementation approach and the roles & responsibilities split.
Approach
Outcome-based phased delivery (per Sales-Delivery Cheatsheet, Mar 2026)
Discovery Process
Phase 1 Foundation: paid engagement, Kaptio Consulting IP, never outsourced. Structured workshops led by Kaptio implementation consultants. Produces Requirements Map, Gap Analysis, Solution Design, Golden Config Spec, Estimation and Milestones, Statement of Work. A+R provides subject-matter experts (Scott, Beth, Lisa, Seth). No build without signed SOW.
Delivery Model
Kaptio-led implementation with iterative build-validate cycles. Golden Config deployed first, validated in UAT, then scoped customization. Team shape: 3 FTE during Foundation, 4.5 FTE during delivery. Each phase delivers a working increment. Configuration, data loading, and integration work done by Kaptio. UAT structured with test scripts and guided walkthroughs. Hypercare (4–6 weeks) with named criteria and formal handoff.
Governance
Bi-weekly steering committee (Scott/Beth + Kaptio project lead) for decisions and escalation. Weekly status updates. Dedicated communication channel. Formal milestone sign-offs at phase boundaries. Change requests processed through defined scope change process — Phase 1 Foundation outputs are the contract. Anything not in them is a change order with its own estimate and acceptance criteria.
Roles & Responsibilities
Who does what — Responsible, Accountable, Consulted, Informed
| Activity | Kaptio | Customer | Notes |
|---|---|---|---|
| Phase 1 Foundation workshops | R | C | Kaptio leads and drives all workshops. A+R provides SMEs (Scott, Beth, Lisa, Seth) for validation. |
| Platform configuration | R | I | Kaptio configures Salesforce org, business unit, currency, user setup, security. |
| Data model & service catalog setup | R | C | Kaptio builds catalog structure. A+R validates product data and pricing rules. |
| Service code mapping (API suppliers) | C | R | A+R maps product codes to supplier codes. Kaptio provides tooling and guidance. |
| Supplier API integration | R | I | Kaptio handles all technical integration work. |
| Kaptio Pay + Braintree setup | R | C | Kaptio configures Kaptio Pay. A+R provides Braintree merchant credentials. |
| Edge Docs template design | R | A | Kaptio designs and builds document templates. A+R approves branding and content. |
| UAT test execution | C | R | A+R executes test scripts. Kaptio provides scripts, guidance, and issue triage. |
| User training | R | A | Kaptio delivers hands-on training. A+R ensures team attendance and adoption. |
| Go-live cutover | R | A | Kaptio manages cutover checklist. A+R approves go/no-go decision. |
| Hypercare support (4–6 weeks) | R | C | Dedicated Kaptio support channel. A+R escalates issues through defined process. |
| Change management & adoption | C | R | A+R drives internal change management. Kaptio provides materials and best practices. |
| Product catalog population | C | R | A+R responsible for populating full catalog. Kaptio configures priority product examples. |
Managing Changes to the Baseline
Every outcome has a baseline plan shaped by discovery sessions. When workshops reveal differences from assumptions, they are captured as deltas — documented, classified, and tracked. Transparency tool, not a billing mechanism.
Configuration Delta
Variations addressable through standard Kaptio configuration — picklist values, workflow rules, field mappings, pricing rules, document layouts.
Customization Delta
Requirements beyond standard configuration — custom Apex triggers, LWC components, integration modifications, Edge framework extensions.
Product Development Delta
Requirements needing changes to Kaptio core product — new features, API capabilities, platform enhancements.
Documentation
Each delta documented as user story with: baseline assumption, actual requirement, acceptance criteria, classification, effort and timeline impact. Tracked in shared project backlog.
Governance
Configuration: approved by Kaptio project lead. Customization: approved by steering committee. Product development: escalated to Kaptio product team.
What We Know
Discovery progress and unanswered questions that affect estimation confidence.
Discovery Progress
60% Complete11 Unanswered Questions — Blocking Estimation Confidence
Two Paths Forward
Each scenario represents a different balance of scope, timeline, and risk.
Select a path to see the detailed implementation plan below.
Delivery Plan
17 outcomes across 4 phases — what we deliver and how we get there.
aWhat We'll Deliver
Core Foundation
(5 included)Product Experience
(3 included)Channel
(5 included)Advanced
(4 included, 2 deferred)bHow We'll Get There
Implementation Phases
4 phasesPhase 1: Core Platform + Operations
Phase 1 Foundation (4–6wk) + core delivery: platform, CRM, service catalog, basic booking flow. All suppliers manual at go-live.
Quest FIT base range (cheatsheet). Complexity 1.2x applied at total level. All suppliers manual at go-live — API integrations in Phase 3 per 2027 roadmap. Foundation 4–6wk, Product 6–8wk, Channel 4–6wk. Indicative: USD 327K–527K before multiplier at 955/day.
Phase 1B: Full Operations + FIT Flexibility
Full booking operations (amendments, cancellations, ops dashboard), FIT flexibility, 1–2 additional supplier APIs. Travel Studio decommission.
Phase 1 delivers quoting + confirming. Phase 1B layers in full operations with FIT flexibility and additional supplier connections. Travel Studio decommission at end.
Phase 2: Online Booking + Payments
Website booking (APIs or Edge Platform), guest self-service, Kaptio Pay + Braintree, Edge Docs proposals, travel documents, supplier manifests.
Cheatsheet add-ons: website (20–38d) + payment (13–23d) + B2B (13–25d) + docs/proposals (~33–63d) + supplier manifests (13–25d).
Phase 3: Price Models, Itineraries, Supplier APIs + Integrations
Full Price Model engine, operational itinerary management, 2–3 supplier API integrations (Sireon Tours, Hotelbeds/TravelGateX via GP Solutions), Dynamics/BC export, Sabre import, Hyperion, user confidence sprint.
Price Models (~40–60d) + Operational Itineraries (~20–40d) + supplier APIs (~30–40d) + system integrations (20–40d each x 2–3) + efficiency sprint.
System Transition
The SoftTrip → Kaptio cutover model — parallel operation, not parallel booking.
Option A: Clean Break
All new bookings in Kaptio from day one. SoftTrip operates in-flight only.
Key Principle: No Data Migration, Clean Cutover
Fresh Kaptio org. All new bookings in Kaptio from go-live. Only forward-traveling bookings (post Feb 1 2027) manually transferred. SoftTrip fully decommissioned by February 2027.
Key Milestones
System Activity Over Time
Advantages
- +Clean break — agents only create bookings in one system from go-live
- +Shorter parallel period (~4 months)
- +No ambiguity about which system to use for a new booking
- +Simpler training — agents only learn Kaptio for new work
Trade-offs
- –Higher go-live risk — all new bookings immediately depend on Kaptio
- –Manual transfer of forward-traveling bookings (post Feb 2027)
- –No gradual ramp — full commitment from day one
Scoping Session Discussion Point
Which transition model does GRJ prefer? Option A (clean break — all new bookings in Kaptio from day one) or Option B (gradual handover — travel-date cutoff with both systems taking new bookings)? Both approaches have been proven at other operators — Kaptio has delivered both models successfully.
Risks & Next Steps
Known risks and open questions that need answers before finalizing.
Risks (5)
To be identified during Phase 1 Foundation — data migration scope and complexity
Mitigation: Phase 1 Foundation will assess Travel Studio data model, export capabilities, and migration scope for 75K customers, 200+ suppliers, 750 packages, 16K services, and booking history (2012-present). Migration multiplier and timeline impact determined during Foundation.
To be identified during Phase 1 Foundation — catalog loading effort for 750 packages and 16,000 services
Mitigation: Need to confirm how many of 750 packages are active vs. archived. Phased loading strategy with priority products at go-live. Full effort assessed during Foundation.
To be identified during Phase 1 Foundation — peak season overlap with go-live timing
Mitigation: Confirm A+R peak booking season. Blackout period Jan–March 2027 confirmed. Phase 1B must complete before Jan 2027 or defer to after March 2027.
To be identified during Phase 1 Foundation — Salesforce administration capacity
Mitigation: A+R needs Salesforce admin capacity (internal hire or Kaptio managed service). Seth Radner (IT Director) is technical but SF expertise unclear. Resolve during Foundation.
To be identified during Phase 1 Foundation — Phase 2 delivery option (APIs vs Edge Platform)
Mitigation: Phase 2 can use Kaptio APIs + A+R website rebuild or Kaptio Edge Platform B2B/B2C (2027 roadmap). Decision during Foundation based on timeline, cost, and product roadmap alignment.
Open Questions (16)
Sorted by priority — high priority questions have the biggest impact on estimation confidence.
What is A+R's implementation budget range?
highImplementation cost is the remaining decision blocker. Licensing/commercials are progressing well. Budget has not been disclosed. Indicative: 700 man-days at USD 955/day = USD 669K (±15%). Full programme range: USD 508K–821K for Phase 1+1B.
Data migration scope decision — what exactly migrates? Customer records (75K), catalog (750 packages, 16K services), suppliers (200+), booking history (2012-present)?
highNOW CONFIRMED: significant data exists. 75K customer records, 750 packages, 16K services, 200+ suppliers, booking history 2012-present. Migration multiplier revised to 1.3x (moderate). If full booking history included, may increase to 1.6x. Must resolve during Phase 1 Foundation — materially impacts estimate.
How many of the 750 packages are active vs. archived? What is the go-live priority set?
high750 packages confirmed. Need to determine how many are actively sold vs. historical. Priority products for go-live loading must be identified during Phase 1 Foundation. Phased loading is essential.
Travel Studio data export capabilities — how accessible are the 750 packages, 16K services, and 75K customer records?
highA+R noted supplier contracts/rates are "not easily accessible." Data extraction quality and effort directly impacts migration timeline and cost.
Supplier API integration priority for Phase 3 — Sireon Tours and/or Hotelbeds/TravelGateX via GP Solutions?
mediumA+R 2027 roadmap includes supplier integrations: Sireon Tours and Hotelbeds/TravelGateX (via GP Solutions). All suppliers manual through Phase 1 and Phase 2. Phase 3 delivers 2–3 API connections. Need volume-by-supplier analysis to prioritize.
Phase 2 preference: Kaptio APIs + A+R website rebuild, or Kaptio Edge Platform B2B/B2C?
mediumEdge Platform is Kaptio-recommended (less custom development). But Edge B2B/B2C products are on 2027 roadmap — timeline dependency needs validation with product team.
Peak booking and travel seasons — and go-live timing constraints?
mediumBlackout period confirmed: Jan–March 2027. Peak booking/travel seasons not stated. Go-live during peak is an adoption risk (cheatsheet red flag). Must plan Phase 1B completion before Jan 2027 blackout.
Who from A+R will participate in Phase 1 Foundation workshops?
mediumNeed commitment from Scott (President), Beth (SVP Ops), Lisa (CFO), Seth (IT Director) for relevant workshops. Kaptio leads and drives all workshops.
Does Seth Radner or anyone at A+R have Salesforce expertise?
mediumNo Salesforce admin is a cheatsheet red flag. A+R needs admin capacity — internal hire or Kaptio managed service.
Integration priority order — Sabre, Dynamics, Hyperion, 8x8, mTrip, TRES/ClientBase?
mediumA+R 2026 roadmap: Sabre PNR (import only), Dynamics/BC (SFTP export), Hyperion (SQL-to-SQL), mTrip/Vamoos (mobile), 8x8 (CRM/telephony), TRES/ClientBase (agency, requires B2B portal). Each is 20–40 days. Need business value ranking to sequence across Phase 2/3.
What percentage of bookings are pre-built packages vs. bespoke/tailormade?
mediumNot stated. Needed to scope FIT tailormade quoting complexity vs. package selling. Impacts Phase 1 vs Phase 1B split.
Parallel running strategy — hard cutover from Travel Studio or gradual?
mediumNot stated. Blackout Jan–March 2027 constrains timing. Need to understand if A+R will run systems in parallel and for how long.
Travel Studio contract end date — any early termination penalty?
mediumNot stated. Impacts Travel Studio decommission planning and Phase 1B timing.
Full document set — what documents beyond travel docs does A+R send? (quotes, confirmations, invoices, vouchers, manifests)
mediumOnly Travel App delivery of travel documents confirmed. Exact document set not enumerated. Needed to scope Edge Docs templates for Phase 2.
Internal champions for adoption — who will drive change management?
lowNot stated. Adoption risk per cheatsheet lessons. Need to identify champions during Phase 1 Foundation.
Does scheduled commercial flight booking need to be in scope, or only regional flights as package components?
lowRegional flights confirmed as package component. Commercial flight booking inclusion rules not stated. Sabre PNR import (Phase 3) is data-only.
Statement of Work
Draft SOW status and link to the generated document.
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