Ranking advancement
TUI Poland became the most frequently chosen travel agency in 2021.
Case study · Tourism
Revolution through
Revolution through
evolution_
on the Polish travel
agency market
We created a CRM that made TUI Poland the most frequently chosen travel agency by customers in Poland in 2021.
Client
TUI Poland
Industry
Tourism
Services
CRM, ERP
Duration
since 2012
Trusted by_
01 · Client
About TUI Poland_
TUI Poland, part of the international TUI Group, has long been at the top of Polish tour operators. The operator's expansive growth required support in the form of efficient and future-proof software — a system that would maintain the pace of business growth while reducing service costs.
We started working with Veloce in 2012 and it continues to this day — it's one of our longest-standing partnerships.
02 · Challenge
What we tackled_
Pain points
- Previous IT project proved insufficient for growing scale of operations
- No integration between financial-accounting system and online sales
- Dispersed booking systems without unified CRM
- Rising costs of post-sale customer service
- Need for fast, scalable, and secure architecture
Business goals
- Multi-channel sales system reducing operational costs
- Software that's secure, performant, and scalable
- Implementation at exceptionally fast pace
- Integration of 136 physical offices in one ecosystem
- Preparation for further customer growth
03 · Technologies
Technology stack_
We integrated the TUI Poland website with the MyTUI app. We implemented CRM integration with the financial-accounting system. We deployed TUI's Virtual Advisor and full multi-channel sales support.
Backend
C# / .NET MSSQLSignalRWebSocket
Frontend
Vue.jsjQuery
Veloce Products
V.Deploy V.Api
Veloce team on the project
13 specialists dedicated to TUI
Architect ×1
Frontend Developer ×3
Backend Developer ×9
Average experience 5+ years
Work mode SCRUM
04 · Numbers
System in numbers_
The scale that the system handles speaks for itself.
136
offices operating optimally
1 000+
system users
7.6+ million
emails sent
1.68+ million
reservations handled
1.7+ million
customers served
05 · Process
How we worked_
Given the scale and complexity level, we broke the project into parts. We worked agile, ensuring we didn't disrupt the client's business rhythm. Each component went through the same, proven schema:
01
Step 1
Analysis and workshop
Mapping business processes and precisely understanding client needs — before writing a single line of code.
02
Step 2
Architecture
Design of scalable, modular architecture based on .NET Core and MSSQL — tailored to TUI's scale and security requirements.
03
Step 3
MVP implementation
Quick delivery of key CRM modules in iterative mode — first working features without unnecessary waiting.
04
Step 4
Integrations
Integration with MyTUI, accounting system, payment gateways, and email module — everything in one ecosystem.
05
Step 5
Development and maintenance
Continuous feature development since 2012 — service support, new modules, and a partnership that continues to this day.
06 · Client testimonial
Words from TUI_
" Thanks to Veloce's reliable CRM system, we were able to more effectively manage customer relationships and strengthen our position among the leading companies in the tourism industry in Poland."
07 · Benefits
What TUI gained from
What TUI gained from
this partnership _
Sales automation
Significant reduction in post-sale service costs.
Comprehensive ecosystem
One unified CRM + ERP system instead of dispersed tools.
Cross-system integration
Full synchronization with MyTUI, accounting system, and external modules.
08 · Case studies
What we delivered in numbers_
Three implementations that best show how we work — from the first conversation to systems serving millions of users.
Next step
Have a similar challenge?
Have a similar challenge?
Let's talk_
20 years. 150+ projects. 75% client retention. These numbers didn't come from nowhere. Find out whether Veloce is the right partner for your organization — free consultation, no sales pressure.