Customer Context
Business Context
TTC is a global travel group. The S&A division is the FIT arm, currently operating on Calypso (shared reservation system historically owned by AW). ATI and LWT are already live on Kaptio in an existing org. This program migrates AW and BV onto Kaptio and consolidates all 4 brands. Architecture: deploy Gold Config into a full copy sandbox of the existing ATI/LWT prod org — existing integrations (Oracle, payments, Amadeus) remain in place and are validated alongside new configuration. TTC has a heavily invested enterprise web platform (Pier 1 — headless CMS, Next.js, Tailwind, React, Boomi abstraction layer) — Kaptio is positioned as the reservation system, not the web platform. PE-influenced decision-making: brand MDs approve business cases tied to ROI. Discovery approach: outcome-based, Kaptio Gold Config capability model led with gap analysis. Long history of discussions (since 2018) with multiple stop-start cycles — current momentum driven by Mark (new Tech Director) and Peta-Lee (PM) with proper governance. A Discovery-only SoW was previously drafted: 146 man-days, EUR 187,070, 10-week programme.
Timeline
Team
Competitive Context
Kaptio offers Salesforce-native platform with unified CRM, Edge Docs for branded proposals, out-of-the-box FIT capability model via Gold Config, and path to cross-brand product bundling. ATI/LWT already live on Kaptio validates platform fit. Calypso limitations: no unified CRM, manual documents, limited reporting, brand-siloed operations.
Assumptions
- •Single Salesforce org for all 4 S&A brands — CONFIRMED in questionnaire
- •Full copy sandbox of ATI/LWT production org — CONFIRMED. Gold Config deployed into sandbox. Not a new clean org.
- •Existing ATI/LWT integrations (Oracle, payments, Amadeus) remain in sandbox — CONFIRMED. Validated alongside new config.
- •ATI/LWT legacy customisations may need replacing (dupe record types etc) — CONFIRMED caveat
- •Go-live sequencing: TBC pending Gold Org demo — BV-first proposed but NOT confirmed by TTC
- •TTC payment gateway carries forward — CONFIRMED. Include AUS B2B EFTs.
- •AW nett commission — CONFIRMED. BV gross + nett channels — CONFIRMED (BV needs both)
- •Car hire integration for 4 providers (Alamo, Avis, Hertz, Enterprise) — CONFIRMED showstopper, Kaptio roadmap
- •6 named live supplier connections to replicate: DTOW, Allied T Pro, Bonotel, Jonview, ATI, HotelBeds
- •Edge Docs: TTC has NOT seen it — acceptance pending Gold Org demo with Docs. "Need to Present this option vs Custom Docs."
- •BV Custom Groups: "Not MVP but easy win — TBC in Discovery." Later marked "Groups out of scope" for MVP.
- •BV Small Group Tours (SGT) — CONFIRMED out of scope
- •Online Booking Engine NOT Phase 1 — CONFIRMED
- •Boomi middleware NOT Phase 1 — CONFIRMED
- •Marketing Cloud — CONFIRMED out of scope
- •DMC work for TTC touring brands — CONFIRMED out of scope
- •ATI/LWT data migration — CONFIRMED separate workstream
- •Kaptio to be content master for all 4 brands (Eos content migrated in) — CONFIRMED
- •Wetu (ATI/LWT content) — TBC how this fits with Kaptio as content master
- •Discovery approach: 9-week cycle (2x 3-week sprints + cooldown) — CONFIRMED
- •Discovery timeline: TBC (8-12 weeks proposed, not yet confirmed)
- •Gold Org demo pre-Discovery — CONFIRMED, must include Edge Docs
- •Brand teams map as-is processes to Kaptio capability model — CONFIRMED
- •Gap analysis with T-shirt sizing (XS/S/M/L/XL) mapped to indicative commercial ranges — CONFIRMED
- •Brand-specific customisations require ROI business case from brand MD — CONFIRMED
- •Governance: Steerco (internal, Kaptio ad hoc), Project Team weekly (incl Kaptio), Process Team ad-hoc
- •Kaptio Evolve post go-live — CONFIRMED. Hypercare TBC. Full support model details requested (timezones, out of hours)
- •Data migration phased (active first, "active" to be defined) — CONFIRMED
- •ECO codes mapped to Kaptio framework, not 1:1 replication — CONFIRMED
- •Legacy June 2024 requirements as background only — CONFIRMED
- •Data archiving best practice as part of MVP — TTC requirement (new)
- •Data masking in full copy sandbox for compliance — TTC requirement (new)
- •ATI/LWT operations must not be impacted by implementation — TTC requirement (new)
- •PGI ownership TBC: Kaptio-developed or TTC internal (LCW) — TTC internal discussion
- •AW questionnaire data still missing — AW brand column empty in spreadsheet
- •Previous Discovery SoW: 146 man-days, EUR 187,070, 10 weeks, rate card EUR 1,135-1,669/day
How We Work
Kaptio's implementation approach and the roles & responsibilities split.
Approach
Outcome-based phased delivery
Discovery Process
Structured discovery workshops led by Kaptio implementation consultants. Follows TTC's confirmed 9-week cycle: 2x 3-week sprints + 2-3 week cooldown, demos after each sprint, stakeholder sign-off at cycle end. Dual-track: Discovery and Delivery run concurrently. Gold Config capability model leads — demonstrate OOTB, identify gaps against as-is processes. Previous SoW: 8 themed workshops over 10 weeks. Discovery outputs: gap analysis, updated capability model, solution design, implementation roadmap, business case validation with ROI, risk register.
Delivery Model
Kaptio-led implementation with iterative build-validate cycles. Configuration, data loading, and integration work done by Kaptio. UAT structured with test scripts per brand. Training hands-on in live environment. Hypercare post go-live per brand (duration TBC — TTC wants full support model details). Kaptio Evolve post go-live for continuous improvement.
Governance
Steerco (internal to TTC) — Kaptio joins ad hoc if required, weekly/bi-weekly. Project Team weekly (including Kaptio). Process Team ad-hoc. Brand MDs approve brand-specific business cases. Alistair (S&A MD) approves overall program. Formal milestone sign-offs at phase boundaries.
Roles & Responsibilities
Who does what — Responsible, Accountable, Consulted, Informed
| Activity | Kaptio | Customer | Notes |
|---|---|---|---|
| Discovery workshops | R | C | Kaptio leads. TTC provides SMEs per brand for validation. Per previous SoW: Lead BA + Solutions Architect drive workshops. |
| Org architecture validation (sandbox) | R | C | Kaptio deploys Gold Config into ATI/LWT sandbox. TTC provides full copy sandbox access. |
| ATI/LWT legacy cleanup | C | R | ATI/LWT team cleans dupe services/record types. Kaptio advises on Gold Config compatibility. |
| Platform configuration | R | I | Kaptio configures 4-BU org, currencies, security. |
| Service catalog setup (per brand) | R | C | Kaptio builds catalog. Brand teams validate supplier data, rates, pricing rules. |
| Supplier integration mapping | R | C | Kaptio maps 6 named live integrations to showcase. TTC confirms which are actively used. |
| Car hire integration development | R | I | Kaptio product team delivers for 4 providers. TTC provides provider details and testing support. |
| Commission model configuration | R | C | Kaptio configures triple model (AW nett, BV gross, BV nett). TTC validates with sample bookings. |
| Edge Docs template design | R | A | Subject to Edge Docs acceptance post Gold Org demo. Kaptio designs, brand teams approve. |
| Payment gateway integration | R | C | TTC gateway carry-forward + AUS B2B EFTs. TTC provides merchant credentials. |
| UAT test execution (per brand) | C | R | Brand teams execute test scripts. Kaptio provides scripts, guidance, issue triage. |
| User training (per brand) | R | A | Kaptio delivers hands-on training. TTC ensures team attendance. |
| Go-live cutover (per brand) | R | A | Kaptio manages cutover checklist. TTC approves go/no-go per brand. |
| Hypercare support (per brand) | R | C | Duration and support model TBC (TTC wants full details: timezones, out of hours, scope). |
| Data migration planning | C | R | TTC owns Calypso data extraction. Kaptio provides import tooling and guidance. "Active" data to be defined. |
| Content migration (Eos → Kaptio) | R | C | Kaptio becomes content master. TTC validates content quality and completeness. |
| Business case validation | C | R | Per previous SoW deliverable: validated business case with benefits, costs, ROI for TTC internal approval. |
| Change management | C | R | TTC drives internal change across 4 brands. Kaptio provides materials. |
Managing Changes to the Baseline
Every outcome has a baseline plan shaped by Kaptio Gold Config and confirmed in workshops. When sessions reveal differences, they are captured as deltas — documented, classified, tracked to resolution. Delivered with T-shirt sizing (XS/S/M/L/XL) mapped to indicative commercial ranges.
Configuration Delta
Variations addressed through standard Kaptio configuration — picklist values, workflow rules, field mappings, pricing rules, document layouts, commission model parameters.
Customization Delta
Requirements beyond standard configuration — custom Apex, LWC components, integration modifications, Edge framework extensions.
Product Development Delta
Requirements needing Kaptio core product changes — new features, API capabilities, platform enhancements. Car hire integration falls here.
Documentation
Each delta documented as a user story with: (1) baseline assumption, (2) actual requirement, (3) acceptance criteria, (4) classification, (5) effort and timeline impact. Tracked in shared backlog visible to both Kaptio and TTC.
Governance
Configuration deltas: Kaptio project lead (immediate). Customization deltas: steering committee. Product development deltas: Kaptio product team with steering recommendation.
What We Know
Discovery progress and unanswered questions that affect estimation confidence.
Discovery Progress
6% Complete31 Unanswered Questions — Blocking Estimation Confidence
Delivery Plan
22 outcomes across 3 phases — what we deliver and how we get there.
aWhat We'll Deliver
Core Foundation
(4 included)Product Experience
(5 included, 1 deferred)Channel
(6 included, 2 deferred)Advanced
(7 included, 1 deferred)bHow We'll Get There
Implementation Phases
3 phasesDiscovery
Gold Config-led strategic discovery across AW and BV. Capability mapping, gap analysis, solution options for steering committee. Org architecture validation in sandbox. Go-live sequencing decision. Edge Docs demo and acceptance.
Previous SoW: 146 man-days, EUR 187,070, 10-week programme, 8 workshops. 9-week cycle confirmed by TTC: 2x 3-week sprints + 2-3 week cooldown. Dual-track: Discovery + Delivery concurrent. Gold Org demo with Docs before kick-off. Key decisions during Discovery: go-live sequencing, CRM strategy, Custom Groups scope, Edge Docs acceptance.
Foundation & First Brand Go-Live
Platform foundation (sandbox + Gold Config), first brand FIT configuration, core integrations, document design. Which brand goes first TBC pending demo.
Go-live sequencing TBC. BV-first proposed but not confirmed by TTC.
Second Brand Go-Live & Operations
Second brand go-live. Full reservation lifecycle, operations, documents, financial integration, potential Custom Groups.
Custom Group inclusion subject to Discovery outcome. ATI/LWT operations must not be impacted.
Risks & Next Steps
Known risks and open questions that need answers before finalizing.
Risks (15)
Edge Docs not yet seen by TTC — document scope cannot be confirmed until after Gold Org demo
Mitigation: Gold Org demo must include Edge Docs (TTC requested). Schedule demo before Discovery kick-off. If TTC rejects Edge Docs, alternative "Custom Docs" scope is completely undefined.
Go-live sequencing not confirmed — BV-first is our assumption but TTC says "TBC pending demo"
Mitigation: Gold Org demo is the prerequisite. Ensure demo covers both brand scenarios. Prepare both BV-first and AW-first timelines.
Sept 2026 go-live timeline is very aggressive — TTC missed their slot by delaying signing
Mitigation: Phased approach with first brand go-live Q4 2026 at earliest. Discovery start dates must be firmed up this week.
TTC could go to RFP if timeline pushes to 2027 — One Africa is a churn risk
Mitigation: Show momentum: fast discovery start, visible progress. Leverage ATI/LWT existing platform as proof of fit.
AW questionnaire data still missing — half the scope based on Dec 2 onsite assumptions only
Mitigation: AW brand team must complete questionnaire before or during early Discovery. Cannot size AW scope without this.
Car hire integration for 4 providers (Alamo, Avis, Hertz, Enterprise) — not in Kaptio today, showstopper
Mitigation: Kaptio committed to roadmap as contractual clause. 4 providers is more than "Hertz mentioned" — need build timeline per provider.
ATI/LWT legacy customisations in sandbox may conflict with Gold Config deployment
Mitigation: ATI/LWT already cleaning dupe services. Assessment during early Discovery. ATI/LWT operations must not be impacted.
Dual + triple commission model complexity — AW nett, BV gross, BV also needs nett channel
Mitigation: Dedicated pricing workshop per brand. Three channel configurations needed, not two.
5 Amadeus Office IDs across brands — more complex than "different Office ID per brand"
Mitigation: Validate ATI/LWT Amadeus usage extent. Map all 5 IDs during integration workshop.
Brendan online contracting is actually two requirements (contract management + supplier portal)
Mitigation: Two-track assessment during Discovery. Both are gaps — Kaptio has no OOTB solution for either.
Kaptio as content master for 4 brands — EOS migration + Wetu (ATI/LWT) consideration
Mitigation: Content strategy workshop during Discovery. Assess Wetu fit. Migration scope TBD.
CRM strategy not decided — "enquiry in Kaptio vs Lead in SF" still TBC
Mitigation: Decision required early in Discovery. Affects CRM configuration scope significantly.
PGI ownership undecided — Kaptio-built or TTC internal (LCW)
Mitigation: TTC internal discussion (Nikki/Patrick). Decision needed before payment integration scoping.
Governance model different from what Kaptio assumed — Kaptio joins Steerco ad hoc only
Mitigation: Ensure Project Team weekly is sufficient for decision velocity. Escalation path via Mark clear.
Stop-start history (since 2018) — stakeholders eager but cautious
Mitigation: Strong governance with Mark (Tech Director) and Peta-Lee (PM). Business case anchored decisions.
Open Questions (15)
Sorted by priority — high priority questions have the biggest impact on estimation confidence.
Firmed-up Discovery start date — Tracy needs to give Mark dates THIS WEEK
highMark asked to pull forward from June. Need to confirm Kaptio team availability. Previous SoW structured as 10-week programme.
Gold Org demo scheduling — TTC prerequisite for go-live sequencing and Edge Docs decisions
highTTC: "TBC — Needs to be decided once Demo has been done." Demo must include Edge Docs. Multiple downstream decisions blocked until demo happens.
AW questionnaire data — AW brand column is EMPTY in the spreadsheet
highCannot size AW scope without AW brand input. BV and SB columns completed but AW has provided nothing.
BV PAX volume — number not provided in questionnaire (AW 6,878, ATI 1,682, LWT 1,807 provided)
highNeeded for capacity planning, integration prioritisation, licensing estimation.
Revenue data per brand — Mark asked to share additional info already shared
highQuestionnaire: "Asked Mark to share additional info already shared regarding revenue." Not yet received.
Edge Documents commercial scope — TTC wants it, Mark needs budget sign-off, TTC has not seen Edge Docs yet
highGold Org demo is prerequisite. If accepted: additional commercials for Mark's budget. If rejected: Custom Docs scope undefined.
ATI/LWT MVP definition — "What is the MVP for ATI/LWT? Implementation must ensure operations are not impacted"
highTTC raised this. Sandbox approach addresses partially, but explicit ATI/LWT MVP scope needs definition.
Car hire integration: build timeline for 4 providers (Alamo, Avis, Hertz, Enterprise)
highShowstopper. 4 providers confirmed (previously only Hertz mentioned). Need Kaptio product team timeline per provider.
ATI/LWT Amadeus integration — validate to what extent it is used
mediumQuestionnaire: "Confirm to what extent LWT/ATI Amadeus Integration is used." Affects sandbox validation scope.
Genesys call centre integration — TBC pending TTC internal tech discussion
mediumQuestionnaire: "TBC — Discuss internally within Tech."
PGI development ownership — Kaptio or TTC internal (LCW)?
mediumQuestionnaire: "Will PGI be developed by Kaptio? Nikki/Patrick discussing if UW PGI will be maintained by LCW."
CRM strategy — enquiry in Kaptio vs Lead in SF
mediumQuestionnaire: "TBC Pending CRM Strategy." Full SF licences exist in CRM org.
Content management: Wetu (ATI/LWT) fit with Kaptio as content master
mediumQuestionnaire: "TBC — Consider ATI/LWT have Wetu." Kaptio confirmed as content master for all 4 brands.
Data archival: TTC policies for historical Calypso data ("active" to be defined)
mediumQuestionnaire: "active to be defined." TTC also wants data archiving best practice as part of MVP.
Kaptio Evolve support model details — timezones, out of hours, hypercare period
mediumQuestionnaire: "Hypercare period TBC and more details on support model to be supplied. This is full support for all functionality."
Statement of Work
Draft SOW status and link to the generated document.
SOW Draft Available
DraftTo regenerate: "generate SOW for ttc-saab"