How Envoy’s Solutions Help Customers Achieve Success
Spirit of Tasmania is one of Australia’s most iconic travel experiences, operating sailings across Bass Strait between Geelong and Devonport. Spirit of Tasmania provides travellers with flexibility and convenience when planning a holiday.
Doubled online bookings from 30% to 65% with 3 months
Reduced reliance on phone bookings and increased productivity for staff to focus on higher value tasks
Software Design and Development
UI/UX Design
Application Development Application Support
Infrastructure
Managed Services
Digital Strategy
Spirit of Tasmania (Spirit) is a wholly owned enterprise of the Tasmanian Government and provides ferry services between mainland Australia and Tasmania. A vital transportation link for Tasmania, Spirit sought to modernise its operations through digital transformation. Facing challenges with outdated reservation systems and inefficient processes, Spirit aimed to enhance its customer service while optimising internal operations.
In 2009, their objectives were identified in the RFT for an Internet Booking Platform (IBP) to be integrated with their chosen new backend ferry reservation system, CarRes. Envoy understands that it was approached owing to its successful development of Jetabroad’s online booking platform and was selected with the task of developing the IBP system with a tight 4-month deadline.
Envoy built a custom IBP for Spirit to integrate with its updated modern ecosystem including back-end ferry reservations, freight control, accounting, rostering and mustering, and yield management systems.
In 2012, Spirit tasked Envoy to build an HR portal as part of its continuing digital transformation over their lesser priority divisions. This portal provided online access to staff for HR-related matters such as: onboarding information, variety of job specifications and expectations, guides to cadet recruitment, staff travel entitlement management etc. The HR portal empowered staff with online access to essential HR services.
Our collaboration extended to providing: UI/UX services in conjunction with various design agencies that Spirit use; all app development support and services for the IBP and other internal staff systems (HR portal, staff travel, loyalty systems); infrastructure; managed services; IT management consultancy; digital strategy; steering committee advisories and assistance in industry participation events. Throughout the process, Envoy remains committed to close collaboration and adaptability, aligning our efforts with Spirit’s unique requirements.
In 2022, Envoy and Spirit conducted work on the remediation of the IBP to improve its marketing website modularisation and to upgrade legacy frameworks. This work aimed to benefit Spirit’s platforms in two ways: one, to have simpler upgrades, reducing maintenance costs whilst improving system reliability and maintainability; and two, setting up the IBP for the future by migrating to new modern frameworks with a longer service life. This project commenced in October 2022 and was completed in October 2023.
Within 3 months of the new IBP going into operation, online bookings doubled from 30 to 65% leading to an ever-increasing online booking capability, the number of staff in the online booking centre being significantly reduced accordingly.
The implementation of Envoy’s solutions yielded transformative outcomes for Spirit. Within 3 months of the new IBP going into operation, online bookings doubled from 30 to 65% leading to an ever-increasing online booking capability, the number of staff in the online booking centre being significantly reduced accordingly. Prior to this, Spirit relied on phone bookings through the call centre. The IBP now processes over 90% of bookings on a regular basis and the call centre, albeit significantly smaller, handles more complex booking arrangements for special circumstances – e.g. people traveling with dangerous goods.
The IBP facilitated real-time bookings, offering customers a seamless experience with features like advanced reservation options. The system affords Spirit’s customers the ability to book all their requirements online with real time availability and forward planning features such as: five wheelers, caravans, etc. Moreover, the HR portal streamlined internal processes, enhancing staff efficiency and satisfaction.
Envoy’s ongoing support and innovation continue to drive value for Spirit. Currently, we are working on Phase 3 of the IBP development (for the new vessels, due July 2024) and are collaborating on new upgrades to the marketing website. Our partnership remains focused on delivering excellence and staying responsive to evolving needs.
© Copyright 2024 Envoy Advanced Technologies Pty Ltd. All Rights Reserved.
