Customer Context
Business Context
Walk Japan is replacing Peak 15 Systems due to lack of Asia Pacific support coverage, inability to track vendor availability 12–18 months in advance, and manual departure building processes. They operate with ~1,000 vendors (mostly small family-run Japanese accommodations — ryokan, hotels, minshuku) and rely heavily on fax-based communication. Japanese language support in documents and vendor communications is a non-negotiable requirement. The company is a Hong Kong–registered entity (Walk Japan Ltd) with a wholly-owned Japanese subsidiary. The selling entity is the HK company; the Japanese subsidiary acts as the DMC, managing operations and vendor payments.
Timeline
Team
Competitive Context
Kaptio offers Salesforce-native platform with Japanese localization, APAC support (Brisbane + Philippines), workflow automation via Salesforce Flows, and modern inventory management with contracts independent of departures. Peak 15 lacks APAC support and cannot track inventory before departures exist.
Assumptions
- •Japanese language support in Kaptio is sufficient for vendor communications and document generation (including Japanese date formatting).
- •Walk Japan will provide vendor data in a structured format for migration (from Peak 15 and Excel).
- •10 years of Peak 15 data: prioritize active data for Kaptio; clean before migrating; explore BI for historical data.
- •Inventory contracts independent of departures; theoretical/phantom inventory capability for pre-contracting.
- •Fax integration (Efax API) is technically feasible — to be investigated.
- •Single BU (Hong Kong entity); multi-currency JPY operational + USD/EUR/GBP/AUD/HKD selling/reporting.
- •Tax burden on Hong Kong entity; no Japanese invoice tax compliance needed in Kaptio.
- •50–80 Salesforce licenses (exact count to be confirmed).
- •Target December 2026 go-live; parallel operation with Peak 15 during 2027 transition.
- •OOTB-first approach — minimize customization complexity, phased rollout for quick value.
- •5–10 day discovery workshop in Japan before late June 2026.
- •Nichole Koshinomi is primary technical champion and sole systems resource — training and knowledge transfer critical.
How We Work
Kaptio's implementation approach and the roles & responsibilities split.
Approach
Outcome-based phased delivery
Discovery Process
Structured discovery led by Kaptio implementation consultants, including an on-site workshop programme in Japan (5–10 days, planned before late June 2026) plus remote sessions. Workshops cover foundation and Japanese localization, vendor and service catalog (~1,000 suppliers), pricing and packages, departure planning with theoretical inventory, and booking, payments, and Japanese-language documents. Walk Japan provides subject-matter experts from operations and leadership — Kaptio drives the agenda and captures requirements. Outputs: validated environment setup, data migration approach, and a phased delivery plan aligned to a December 2026 go-live.
Delivery Model
Kaptio-led implementation with iterative build–validate cycles. Configuration, integrations (including fax provider API where agreed), and data loading are delivered by Kaptio with an OOTB-first posture. UAT uses structured scripts and guided walkthroughs. Training is hands-on in the target environment. Hypercare provides a dedicated support window after go-live. Parallel operation with Peak 15 is planned through 2027 to de-risk the transition.
Governance
Steering touchpoints for decisions and escalation (Walk Japan leadership and Kaptio project lead), weekly status updates, and a shared channel for day-to-day coordination (e.g. Slack or Microsoft Teams). Milestone sign-offs at phase boundaries. Changes to baseline scope are assessed for timeline and cost impact before approval.
Roles & Responsibilities
Who does what — Responsible, Accountable, Consulted, Informed
| Activity | Kaptio | Customer | Notes |
|---|---|---|---|
| Discovery workshops (Japan and remote) | R | C | Kaptio leads workshops. Walk Japan provides SMEs from operations and leadership for validation. |
| Platform configuration & Japanese localization setup | R | I | — |
| Vendor data extraction from Peak 15 and spreadsheets | C | R | Walk Japan owns source data quality and export; Kaptio advises on format and mapping. |
| Service catalog and package build | R | C | — |
| Cloud fax provider integration (when in scope) | R | C | Walk Japan provides vendor account access and operational rules for fax content. |
| Payment gateway configuration (Kaptio Pay) | R | C | Walk Japan provides merchant credentials and approves live activation. |
| Edge Docs / document templates (Japanese) | R | A | Kaptio builds templates; Walk Japan approves language, branding, and legal wording. |
| UAT execution | C | R | Kaptio supplies scripts and triage. |
| Train-the-trainer and user adoption | R | A | — |
| Go-live and parallel running with Peak 15 | R | A | — |
| Hypercare | R | C | — |
| Change management internal to Walk Japan | C | R | Walk Japan drives adoption; Kaptio provides materials and guidance. |
Managing Changes to the Baseline
Each outcome has a baseline plan — our standard delivery pattern confirmed in discovery and workshops. When sessions surface differences from those assumptions, we record them as deltas: documented, classified, and tracked to resolution. This is a transparency tool for scope and delivery risk, not a hidden change-order mechanism. Most deltas are absorbed as configuration or delivery adjustments within the agreed implementation.
Configuration Delta
Variations addressable through standard Kaptio and Salesforce configuration — picklists, flows, field mappings, pricing rules, document templates, channel setup.
Customization Delta
Requirements beyond standard configuration — custom Apex or LWC, integration changes, or Edge extensions — where technically feasible without compromising upgradeability.
Product Development Delta
Needs that require Kaptio core product or platform changes — new capabilities or APIs that would benefit multiple customers.
Documentation
Each delta is recorded with: (1) the baseline assumption, (2) the requirement as discovered, (3) acceptance criteria, (4) classification (configuration / customization / product development), and (5) effort and schedule impact where material. Items are visible on a shared backlog for Walk Japan and Kaptio.
Governance
Configuration-oriented deltas: triaged by the Kaptio project lead. Customization deltas: steering-level approval where they affect timeline or investment. Product development deltas: escalated with a clear recommendation from the steering forum.
What We Know
Discovery progress and unanswered questions that affect estimation confidence.
Discovery Progress
7% Complete28 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 & Investment
17 outcomes across 3 phases — what we deliver, how we get there, and the effort breakdown by role.
aWhat We'll Deliver
Core Foundation
(4 outcomes)Product Experience
(6 outcomes)Channel
(7 outcomes)Advanced
(8 outcomes)bHow We'll Get There
Implementation Phases
3 phasesPhase 1: Foundation, Catalog & Tours
Platform setup with Japanese localization, service catalog with ~1,000 vendors, pricing configuration, tour package templates, and departure planning infrastructure.
Japanese localization and vendor data migration are critical path.
Phase 2: Booking, Documents & Operations
Booking workflows, payment processing, document generation (Japanese-language), supplier manifests, email/fax automation, passenger information, reporting.
Japanese-language documents and supplier manifest automation are highest-impact.
Phase 3: Web Integration & Advanced (Future)
Website integration via KTAPI, customer self-service, financial reconciliation, supplier payments, forecasting.
Future phase.
cInvestment
Estimation Summary
16 of 17 outcomes have full data; 1 have partial data; 0 need more content. Average maturity: 89/100.
- →Document pitfalls and risks
Phase 1: Foundation, Catalog & Tours
| Outcome | Total | Lead | FC | TC |
|---|---|---|---|---|
Your Kaptio Foundation | 8–15 | 2–3.8 | 4.4–8.3 | 1.6–3 |
Suppliers, Services & Contracted Rates×1.15 | 20–35 | 3–5.3 | 12–21 | 5–8.8 |
Packages & Selling Price×1.15 | 13–23 | 2–3.5 | 7.8–13.8 | 3.3–5.8 |
B2B & B2C CRM Setup | 9–19 | 1.8–3.8 | 5–10.5 | 2.3–4.8 |
Custom Security Model | 5–11 | 1.3–2.8 | 2.5–5.5 | 1.3–2.8 |
Build Tour Packages That Sell | 20–33 | 3–5 | 11–18.2 | 6–9.9 |
Departure Command Center | 13–25 | 2–3.8 | 7.2–13.8 | 3.9–7.5 |
| Delivery Subtotal | 88–161 | 15.1–28 | 49.9–91.1 | 23.4–42.6 |
| Project Management (12%) | 11–19 | cross-cutting | ||
| Other Overhead (8%) | 7–13 | environments, tooling | ||
| Phase Total | 106–193 | |||
Phase 2: Booking, Documents & Operations
| Outcome | Total | Lead | FC | TC |
|---|---|---|---|---|
From Search to Confirmed in Minutes | 13–23 | 2–3.5 | 6.5–11.5 | 4.6–8 |
Group Business, Streamlined | 13–23 | 2.6–4.6 | 6.5–11.5 | 3.9–6.9 |
Bookings, From Quote to Complete | 11–20 | 2.2–4 | 5.5–10 | 3.3–6 |
Payments That Just Work | 13–23 | 2–3.5 | 3.9–6.9 | 7.2–12.7 |
Confirmations, Financial Summaries & Final Docs×1.2 | 17–29 | 2.6–4.4 | 8.5–14.5 | 5.9–10.1 |
Automated Guest Communications | 7–16 | 1.1–2.4 | 2.8–6.4 | 3.2–7.2 |
Guest Details, Captured Seamlessly | 7–13 | 1.1–2 | 3.2–5.9 | 2.8–5.2 |
Supplier Communications on Autopilot | 7–16 | 1.1–2.4 | 3.5–8 | 2.4–5.6 |
Business Intelligence at Your Fingertips | 8–20 | 1.6–4 | 4–10 | 2.4–6 |
Promotions That Fill Departures | 7–16 | 1.1–2.4 | 3.9–8.8 | 2.1–4.8 |
| Delivery Subtotal | 103–199 | 17.4–33.2 | 48.3–93.5 | 37.8–72.5 |
| Project Management (12%) | 12–24 | cross-cutting | ||
| Other Overhead (8%) | 8–16 | environments, tooling | ||
| Phase Total | 123–239 | |||
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 (6)
Japanese language gaps in Kaptio-specific UI — Salesforce supports Japanese but Kaptio labels may not all be translatable.
Mitigation:
Data migration from 10 years of Peak 15 (Microsoft Dynamics) and multiple systems — scope and complexity significant.
Mitigation:
Fax-based supplier communication is critical but Kaptio has no native fax integration.
Mitigation:
Single point of failure on technical contact — Nichole is the only systems resource.
Mitigation:
Website API migration — current website depends on Peak 15 API for live inventory and pricing.
Mitigation:
Walk Japan has limited in-house Salesforce implementation capacity and experience, which increases the risk of delays and rework in discovery, data preparation and migration, UAT, and long-term admin/support.
Mitigation:
Open Questions (5)
Sorted by priority — high priority questions have the biggest impact on estimation confidence.
What are the exact Japanese language requirements for Salesforce UI vs. document generation vs. vendor communications?
highJapanese support is a non-negotiable deal breaker. Need to distinguish: Salesforce UI locale, Kaptio UI labels, document templates (Edge Docs), email/fax templates, custom fields.
How many users: 50 or 80? What is the exact user count and license requirement?
high50 users in Discovery, 80 in Demo pricing discussion. Affects licensing cost significantly.
What is the data migration scope and export capability from Peak 15 Systems (Microsoft Dynamics)?
high10 years of data; assess export formats, volume, and Kaptio import tooling compatibility.
What payment gateway does Walk Japan currently use?
highNeed to determine current gateway and Kaptio Pay compatibility. Multi-currency payments from international customers.
Is Efax API integration feasible for automated fax-based supplier communication?
highFax is standard for Japanese vendor communication. Need to determine if Salesforce/Kaptio can integrate with Efax API.
Statement of Work
Draft SOW status and link to the generated document.
No SOW Draft
No Statement of Work has been generated yet for Walk Japan.
Ask Cursor: "generate SOW for walk-japan"