Skyscanner is probably best known for being a free global search engine, enabling people to find comparisons for flights, hotels and car hire. They also have a B2B arm, which delivers travel search technology through Affiliate Network and Travel Analytics products.

Around half of the Skyscanner team is made up of engineers and in recent years this team has grown rapidly. Headquartered in Edinburgh, Skyscanner now have offices in Barcelona, Beijing, Budapest, Glasgow, London, Miami, Shenzhen, Singapore and Sofia, and employ over 770 people.

When Cloudreach first engaged with Skyscanner, Skyscanner were looking for a solution that would centralise customer data for the sales teams. In particular, Skyscanner were comparing Microsoft Dynamics with Salesforce Sales Cloud, and evaluating these options for a month before selecting their chosen solution.

The Challenge

The first consideration was which platform would best suit Skyscanner’s requirements. Cloudreach ran an initial discovery period, to find out how the new platform solution would be used at Skyscanner, ensuring that we would be able to produce a fit-for-purpose proposal for the solution roll-out.

The Skyscanner team, though very technical, were not experienced in the Salesforce niche. Two key challenges were the lack of centralised data and the lack of widespread knowledge about defined business processes. Much of the business knowledge around end to end processes and the sales lifecycle was held by a small number of domain experts.

It was important to refine and then clearly map the complex business processes, and centralise all information held by the business so that it could be relational rather than static. When we began working with Skyscanner, they were entirely Microsoft Outlook and Excel based.

The Solution

  • The first phase was to conduct in depth business analysis where we produced application requirements, application architecture and business vision documentation. Cloudreach ran requirements gathering sessions with all 4 verticals and the team leads in those verticals. We reported back on our research in order to consolidate our understanding with the business requirements of Skyscanner. We produced a report on our findings for Skyscanner to retain.
  • We completed the subsequent Salesforce Deployment Project using an Agile approach so that Skyscanner were fully engaged with the iterative delivery of their solution.
  • Once the project was complete, we conducted intensive training sessions on the platform and also solution adoption sessions. Skyscanner ran a 3 month adoption period, where the new solution was used alongside the existing one.
  • When this initial adoption period had been extended to around the 12 month point, Skyscanner realised the need to support the solution in-house with their existing development team. We provided training to the Skyscanner Business Tools team around making basic administrative functionality changes on the platform.

The Partnership

This project was conducted fully onsite with the Skyscanner team in Edinburgh, and included a significant number of training and adoption sessions to ensure that Skyscanner could be autonomous with the solution post release.

The Outcome

Some of the tangible results of the project included:
Reduction of double entry maintenance of data
Alignment of Microsoft Outlook with Salesforce via a connector
Significant reduction in end to end sales cycle for B2B
Centralisation of all Skyscanner’s sales data

After the project was complete, Skyscanner had an enhanced view of their business processes, and an improved method for transferring knowledge within the business. The new Salesforce solution has helped Skyscanner to evolve as a business and, enabled by the new technology, continue to innovate more quickly.

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