Centralized Data Integration for Transparent and Cost-Efficient Services

Breaking silos through unified platforms to improve user trust, reduce operational costs, and enable scalable digital transformation

I led the development of a centralized API and platform that gave users real-time updates on ticket and voucher issuance across Flights, Hotels, Bus, and Experiences. Instead of each business unit building its own solution, we created one shared system that made the process clear and predictable for users while lowering the number of calls to customer service. This reduced operational costs and improved transparency.

Role: Platform Product Manager
Led the design and implementation of a centralized system to manage voucher and ticket issuance across Flights, Hotels, Bus, and Experiences. Coordinated with engineering, operations, and business stakeholders to align requirements, standardize processes, and deliver a solution adopted company-wide.

Problem

Delayed or failed voucher issuance was one of the main reasons customers contacted support. After completing a payment, many users became anxious when their ticket did not appear immediately. Each business unit managed these cases differently, creating inconsistent experiences and unnecessary confusion. This not only reduced user confidence but also generated thousands of support cases each month, adding significant manpower costs.

Solution

Developed a centralized API and issuance progress page that provided real-time updates on booking status, expected timelines, and next steps in case of failure. By consolidating issuance tracking into one shared system, all business units were able to deliver a consistent, transparent experience to users. The standardized design also improved adoption across products and reduced the need for duplicate development efforts.

Impact

• Reduced customer inquiries on delayed issuance by XX%, improving transparency and user confidence
• Lowered operational costs (e.g., monthly savings of USD XXXK in Hotels)
• Delivered consistent user experience across four business units through one shared platform

Skills & Tools

• Platform Product Management → led cross-vertical integration and roadmap
• API and Data Integration → designed a shared system for issuance tracking
• Operational Efficiency → reduced costs and duplicated processes
• User Experience Design → introduced transparency to lower user anxiety
• Cross-Functional Leadership → aligned engineering, business, and operations teams

Keywords: centralized data integration, digital services, operational efficiency, platform product management, transparency