Customer Context
Business Context
PE-owned (Vitruvian Partners), mandated to triple FIT revenue in 3-5 years. Current system (Softrip) has 7-10 day booking confirmations, "bank statement" quality quotes killing conversion. 7 US agents at 30% conversion — better docs = better conversion = growth justification. This is GRJ's 3rd platform replacement attempt in 10 years — must be the last. FIT is only 30-40% of the business; escorted tours are the majority.
Timeline
Team
Competitive Context
Nezasa strong on front office, weaker on mid/back office and escorted tour path. Kaptio won on: complete system (front+mid+back office), Edge Docs/Pay quality, Salesforce CRM, and path from FIT to escorted tours. Decision made after all-day workshops with both vendors.
Assumptions
- •Phase 1 scope is limited to existing Kaptio capabilities — no new product development
- •Supplier connectivity at go-live limited to GP Solutions available suppliers (Jonview, Discover Holidays)
- •Rail booking is manual/static at go-live — live rail API integration is Phase 2+ or co-investment
- •GRJ provides dedicated project resources for workshops and UAT (Kerry flagged as a need)
- •No data migration — fresh Kaptio org. Forward-traveling bookings (post Feb 1 2027) manually transferred
- •No Salesforce org exists — clean org provisioning
- •Kerry Jenkin (CIO) has authority to make scope decisions; Dave (CEO) approves Vitruvian presentation
- •Phased delivery is acceptable — not all features at go-live
- •Edge Docs is the primary document generation approach (not legacy Kaptio VF docs)
- •SoftTrip notice by October 2026, full exit by February 2027
- •Service code mapping tooling provided by Kaptio during implementation (CTO direction, Feb 12)
- •Kaptio resourcing must account for Tauck and DuVine go-lives in March/April 2026
- •No data migration — fresh Kaptio org, manual move of forward-traveling bookings (CTO direction, Feb 12)
- •No online bookings at MVP — post go-live scope (confirmed Feb 12)
- •Kaptio does all heavy lifting — GRJ IT team is 3-4 people with no Salesforce expertise
- •Escorted tour scoping explicitly excluded from this engagement
- •CAPEX (EUR 400-500k) confirmed as fine — ARR/licensing is the real Vitruvian sign-off hurdle
- •APEXX integration follows KTPay two-stage discovery + development process
- •Customizations via The Edge framework to protect core upgradeability
- •Kaptio = native Salesforce app + GCP backend; real-time sync via streaming API
- •Salesforce standard reports + dashboards sufficient for go-live. 1-2 days reporting training included in Phase 3
- •Parallel operation period: ~4 months (Oct 2026 - Feb 2027). New bookings in Kaptio, in-flight SoftTrip bookings wind down
- •~100k customer records assumed — no migration, fresh Kaptio org
- •Website integration is a separate project post-MVP go-live — not scoped in this engagement
How We Work
Kaptio's implementation approach and the roles & responsibilities split.
Approach
Outcome-based phased delivery
Discovery Process
Structured discovery workshops (2-3 per week over 4-7 weeks) led by Kaptio implementation consultants. Each workshop focuses on a specific outcome area: foundation, product setup, pricing, channel configuration. GRJ provides subject-matter experts (Kerry, Julian, Missy) — Kaptio drives the agenda and captures all requirements. Discovery outputs: configured prototype environment, validated data model, and detailed delivery plan.
Delivery Model
Kaptio-led implementation with iterative build-validate cycles. Each phase delivers a working increment that the customer can review and test. Configuration, data loading, and integration work is done by Kaptio. UAT is structured with test scripts and guided walkthroughs. Training is hands-on in the live environment — no separate training instance. Hypercare (3 weeks post go-live) provides dedicated support channel.
Governance
Bi-weekly steering committee (Kerry + Kaptio project lead) for decisions and escalation. Weekly status updates via shared dashboard. Dedicated Slack/Teams channel for day-to-day communication. Formal milestone sign-offs at phase boundaries. Change requests processed through defined scope change process — assessed for timeline and cost impact before approval.
Roles & Responsibilities
Who does what — Responsible, Accountable, Consulted, Informed
| Activity | Kaptio | Customer | Notes |
|---|---|---|---|
| Discovery workshops | R | C | Kaptio leads and drives all workshops. GRJ provides SMEs (Kerry, Julian, Missy) for validation. |
| Platform configuration | R | I | Kaptio configures Salesforce org, business units, currencies, user setup, security. |
| Data model & service catalog setup | R | C | Kaptio builds catalog structure. GRJ validates package data and pricing rules. |
| Service code mapping (Jonview/Discover) | C | R | GRJ maps their product codes to supplier codes. Kaptio provides tooling and guidance. |
| Supplier API integration (GP Solutions) | R | I | Kaptio handles all technical integration work. |
| Payment gateway setup (Braintree + APEXX) | R | C | Kaptio configures KTPay. GRJ provides merchant credentials and gateway access. |
| Edge Docs template design | R | A | Kaptio designs and builds document templates. GRJ approves branding and content. |
| Email template configuration | R | A | Kaptio configures email flows. GRJ approves messaging and branding. |
| UAT test execution | C | R | GRJ executes test scripts in live environment. Kaptio provides scripts, guidance, and issue triage. |
| User training | R | A | Kaptio delivers hands-on training. GRJ ensures team attendance and adoption. |
| Salesforce reporting training | R | A | 1-2 days training on standard Salesforce reports and dashboards. GRJ identifies reporting champions. |
| Go-live cutover | R | A | Kaptio manages cutover checklist. GRJ approves go/no-go decision. |
| Hypercare support (3 weeks) | R | C | Dedicated Kaptio support channel. GRJ escalates issues through defined process. |
| Forward-booking manual transfer | C | R | GRJ manually moves post-Feb-2027 bookings from SoftTrip to Kaptio. Kaptio provides process guidance. |
| Sage export format definition | C | R | GRJ defines required Sage flat file format. Kaptio assesses feasibility and builds export. |
| Change management & adoption | C | R | GRJ drives internal change management. Kaptio provides materials and best practices. |
What We Know
Discovery progress and unanswered questions that affect estimation confidence.
Discovery Progress
92% Complete2 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.
What We'll Deliver
13 outcomes across 4 phases.
Core Foundation
(5 outcomes)2 BUs: UK + US. 2 currencies. 3-4 sales channels. Sage ERP export design included.
ONLY Jonview + Discover via GP Solutions (Hotelbeds dropped). Service code mapping tooling provided by Kaptio. Rail: Distribution (MGB-owned aggregator) is 2027 prospect.
Hotels, Rail (static), Transfers, Activities. Both UK and US products.
Full pricing model: seasonal, per-person, UK/US different rules, commission handling.
No data migration — fresh Kaptio org, forward-traveling bookings (post Feb 1 2027) manually moved over per CTO direction (Feb 12). Clean SoftTrip end-of-life by Feb 2027.
Product Experience
(4 outcomes)Full quoting experience for both brands. Package building, quote creation, package selling. ~193 FIT packages total (VBR ~130, GRJ ~63). Top 50-100 at go-live, remainder phased in. Edge Docs quality is the primary differentiator.
Full booking conversion with supplier notifications and amendments for both brands.
Full FIT booking lifecycle management for both brands.
Phase 4.
Channel
(6 outcomes)Dual gateway: Braintree (US) + APEXX (UK). APEXX via KTPay custom connector — two-stage discovery + dev (Jan 8). Option: Braintree for both brands initially.
Full document suite: quotes, confirmations, travel docs, invoices, ATOL certs (#3278), ABTOT (#5386), rail vouchers.
Full email automation, agent dashboard, task management.
Passenger forms, manifest data.
Phase 4.
Phase 4.
Advanced
(4 outcomes)Both UK and US teams. ~40-45 users starting (Feb 12), ramping to 51. Kaptio does all heavy lifting — GRJ IT team is 3-4 people.
Phase 4.
Phase 4.
Phase 4.
How We'll Get There
Implementation phases and timeline feasibility.
Implementation Phases
4 phasesPhase 1: Foundation & Core Configuration
Platform setup, org structure, suppliers, catalog, pricing, customers, security — includes discovery workshops
Proper discovery pace. Sage integration design included. Pricing workshop.
Phase 2: Product & Booking Workflows
FIT package building, quoting, reservations, selling, booking management — pilot build with GRJ data
Pilot build with representative GRJ data for both brands.
Phase 3: Channel, UAT & Go-Live
Payments (Braintree + APEXX), documents, email comms, passenger info, UAT, training, go-live, hypercare
Both brands go-live. APEXX + Braintree. Full document suite. 3-week hypercare.
Phase 4: Post Go-Live Enhancements
Website integration, self-service, reporting, extended integrations, Sage export refinement
Scope and timing TBD based on FIT go-live success.
Can We Do This in Time?
- •APEXX integration scope still unknown — needs product/engineering assessment
- •Sage integration not fully scoped (finance export workflow)
- •Commission handling complexity (UK deducts at source, US pays gross)
- •Rail ticket voucher workflow needs product confirmation
- •Resource contention: 3 FTE (not 4.5) for first 6 weeks — Tauck and DuVine go-lives
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.
Investment
Effort estimates, cost range, and per-phase breakdown.
Capacity Analysis
- •APEXX integration scope still unknown — needs product/engineering assessment
- •Sage integration not fully scoped (finance export workflow)
- •Commission handling complexity (UK deducts at source, US pays gross)
- •Rail ticket voucher workflow needs product confirmation
- •Resource contention: 3 FTE (not 4.5) for first 6 weeks — Tauck and DuVine go-lives
Estimation Summary
9 of 13 outcomes have full data; 4 have partial data; 0 need more content. Average maturity: 79/100.
- →Document pitfalls and risks
- →Create golden config for this outcome
Phase 1: Foundation & Core Configuration
Phase 2: Product & Booking Workflows
Phase 3: Channel, UAT & Go-Live
Risks & Next Steps
Known risks and open questions that need answers before finalizing.
Risks (11)
APEXX payment gateway is NOT currently supported by Kaptio — UK payments blocked until integration
Mitigation: Scope APEXX integration effort with product/engineering. Consider Braintree for both brands at MVP (US first). APEXX may require custom connector development.
July 2026 go-live requires stripped scope — 3 outcomes deferred, Braintree only, essential documents only. Buffer is razor-thin (5 man-days).
Mitigation: Two scenarios showing trade-offs. Scenario A (Jul) achievable only with significant scope deferral — operations, email, passenger info, APEXX all pushed to fast-follow. Tracy says "there's a bit of wriggle room" (Feb 12). Real deadline is Dec 2026 (start sending docs). Recommend October 2026 (Scenario B) for full scope.
This is GRJ's 3rd platform replacement attempt in 10 years — failure risk and executive fatigue
Mitigation: Demonstrate clear progress early. Phased delivery with visible milestones. Reference Railbookers success (migrated from SoftTrip to Kaptio).
CRM scope creep — Kerry wants Kaptio CRM across entire group (escorted + FIT), but FIT is only 30-40% of business
Mitigation: FIT-first agreed. Groups scoped separately. Architecture discussion (Jan 8) confirmed simultaneous CRM use is "uncommon but feasible." Keep FIT launch clean and separate.
Supplier connectivity gap — only 2 of 22 suppliers covered by GP Solutions at go-live (Hotelbeds dropped)
Mitigation: Jonview + Discover cover ~95% of volume. Set clear expectations: 2 API suppliers at go-live, rest manual. Rail: Distribution (MGB aggregator) is 2027 prospect — Nazara currently integrating.
Sage/ERP integration — finance team's #1 concern. Data volume bottleneck, period locking, export format.
Mitigation: Include Sage export design in Phase 1 discovery. Kerry agreed to work on ideal API structure. Not a Kaptio replacement for ERP.
Kaptio resource contention — Tauck and DuVine go-lives end of March / early April 2026
Mitigation: Ring-fence GRJ resources. First 6 weeks may have reduced FTE availability (3 instead of 4.5). Absorbed by discovery phase.
Booked vs departed PAX — pricing model needs recalculation
Mitigation: Tracy to recalculate with correct volume basis. Extra 1,000 PAX = GBP 11,250 additional cost.
Quest product stability — TTC dependencies and capacity collision flagged
Mitigation: Monitor Quest roadmap. GRJ delivery benefits from TTC-funded enhancements in H1 2026.
Manual forward-booking transfer — volume and effort of manually moving post-Feb-2027 bookings from SoftTrip
Mitigation: CTO directed no migration — fresh Kaptio org (Feb 12). Only forward-traveling bookings manually moved. Assess volume during Phase 1 discovery.
Customer resource capacity — GRJ expects Kaptio to do all heavy lifting with only 3-4 IT staff
Mitigation: Plan for Kaptio-led delivery. GRJ provides SMEs (Julian, Missy) for discovery and UAT but not implementation capacity. Build this into resourcing and pricing. No dedicated GRJ PM confirmed.
Open Questions (9)
Sorted by priority — high priority questions have the biggest impact on estimation confidence.
What is the exact APEXX integration scope and effort? Is it a 2-week or 2-month effort?
highAPEXX is UK payment gateway. NOT currently supported. Needs product/engineering assessment before UK go-live timing can be confirmed. Tad noted it is complex (multi-acquirer). KTPay two-stage discovery + dev process (Jan 8).
How many packages need to be live at go-live vs added later?
highWeb research (Feb 2026): ~193 FIT packages total (VBR ~130, GRJ ~63). Recommend 30-50 top sellers at go-live, full catalog phased in 3-6 months post go-live. REQUIRES CONFIRMATION — actual active SKU count may differ from website listings.
What is the GP Solutions commercial model? (connection fee + monthly fee structure)
mediumTracy working on getting pricing. Affects total cost picture for Vitruvian.
Can Jonview activities/excursions be included in MVP scope (not just accommodation)?
mediumRagnar to confirm. Jonview API may be accommodation-only through GP Solutions. Kaptio provides service code mapping tooling.
What is the Sage export format needed? Can Kaptio reports be formatted to match Sage flat files?
mediumFinance deep dive (Jan 29). Tomas agreed it is theoretically possible with development work.
Is GRJ willing to co-invest on rail integration acceleration?
mediumRail is core to their business. Co-investment could pull rail integration forward. Distribution (MGB aggregator) is 2027 prospect.
Who exactly from GRJ will participate in discovery workshops and UAT?
mediumFeb 12 confirmed Kaptio does heavy lifting. Kerry (CIO), Julian (ops), Missy (US) identified. No dedicated PM confirmed. Need names + availability.
Confirm full team size (UK + US) and roles beyond 7 US agents?
lowWeb research: ~223 employees total group. ~35+ at York HQ. REQUIRES CONFIRMATION — only 7 US agents directly confirmed.
Confirm US booking season mirrors UK Boxing Day - mid-Feb peak?
lowTracy confirmed UK peak booking is Boxing Day through mid-Feb (Feb 12). Assumes US follows suit. REQUIRES CONFIRMATION.