AIflynas is a Saudi low-cost airline headquartered in Riyadh. Its B2B distribution business works with travel agents, online travel agencies, metasearch platforms and corporate clients, and runs on a Salesforce commercial platform. Arcsen’s work comes in two phases: Phase 0 restores and secures that platform, and Phase 1 builds the target state on top of it.
- Client
- flynas
- Region
- Saudi Arabia, headquartered in Riyadh
- Business
- B2B distribution through travel agents, online travel agencies, metasearch and corporate clients
- Platform
- Salesforce, with Service Cloud, Conga and DocuSign
- Connected to
- SharePoint, Outlook, backend systems, the data warehouse and external BI
- Approach
- Phase 0 stabilizes, Phase 1 operationalizes
Challenge
The Salesforce commercial platform behind flynas’s B2B distribution, serving travel agents, online travel agencies, metasearch platforms and corporate clients, needed restoring and securing before anything new was built on it.
Approach
Phase 0 stabilizes accounts and contacts, contracts from record types to signature, and waivers against a governed budget, on a secure, governed base. Phase 1 builds the target state on that foundation.
Impact
One commercial platform the business can trust, extended into account chains, incentives and cost of sale, targets and KPIs, Service Cloud cases, reporting and offline mobile CRM.
Phase 0: Stabilize
Restore the platform the business runs on.
Phase 0 restores the Salesforce commercial platform behind flynas’s B2B distribution business and puts it on a secure, governed base.
Accounts and contacts
Account and contact management across travel agents, online travel agencies, metasearch platforms and corporate clients, in one place.
Contracts, end to end
Each contract type has its own record type, with enforced status transitions. Approvals depend on the route and can be signed off on mobile. Contracts are generated in Conga, signed through DocuSign and, once signed, published to SharePoint automatically.
Waivers and favours
Waivers and favours draw down a governed budget hierarchy in real time, so every commitment is counted against its budget as it is made.
A secure, governed base
Private organization-wide defaults, access granted through permission sets, flows with error handling, and CI/CD with enforced test coverage.
Phase 1: Operationalize
Build the target state on that foundation.
Phase 1 extends the platform into the planning, service and mobile capabilities the commercial team runs on, connected to the systems that hold master data, revenue and cost of sale.
Account chains and grouping
Related agencies and corporate accounts grouped into chains, so each relationship can be managed as a whole.
Incentives and cost of sale
Incentive schemes and cost-of-sale forecasting, using revenue and cost-of-sale data from the backend and the data warehouse.
Targets and KPIs
Account development targets and KPIs, tracked on the same platform as the accounts they belong to.
Service Cloud case management
Cases handled in Service Cloud, alongside the accounts and contracts they relate to.
Reporting, BI and mobile CRM
Reporting and BI in Salesforce and in external BI tools, and a mobile CRM that works offline.
Connected to the systems of record
Integration with the backend and the data warehouse for master data, revenue and cost of sale, with Outlook activity capture.
One commercial platform the business can trust, extended into the planning, service and mobile capabilities its commercial team runs on.
See our airline practice, and the EgyptAir and Air Cairo case studies.
Questions
About this engagement.
What does Phase 0 cover?
Restoring the Salesforce commercial platform behind B2B distribution: account and contact management across agents, online travel agencies, metasearch platforms and corporate clients; contracts from record types and approvals to Conga, DocuSign and SharePoint; waivers and favours against a governed budget hierarchy; and a secure base of private sharing defaults, permission-set access, error-handled flows and CI/CD with enforced test coverage.
How are contracts approved and signed?
Each contract type has its own record type and enforced status transitions. Approvals depend on the route, and approvers can sign off on mobile. Conga generates the contract, DocuSign collects the signature, and the signed contract is published to SharePoint automatically.
What does Phase 1 add?
Account chains and grouping, incentive schemes and cost-of-sale forecasting, account development targets and KPIs, Service Cloud case management, reporting and BI, and mobile CRM with offline access. It connects to the backend and the data warehouse for master data, revenue and cost of sale, with Outlook activity capture and external BI.
Why stabilize before building more?
New capability is only as good as the platform under it. Phase 0 gives the business a platform it can trust, and Phase 1 builds the target state on that foundation.
Need a Salesforce platform your business can trust?
Or see our travel and transportation practice and Red to Green™, our recovery programme for Salesforce and Sitecore, or start with a free Salesforce health check.