Travel
Gate

• Reports & complaints (البلاغات) — pilgrims and staff raise issues (cleaning, AC, maintenance, medical, internet) that are typed, prioritised and auto-assigned by area.
• SLA engine — every ticket is timed against a service-level agreement, with live first-response and resolution dashboards.
• Field app & directory — a mobile app for ground teams, a communications directory, tasks and ratings.
• Analytics — executive, operational and quality dashboards, plus Excel export.

In a single season: 354 reports handled at 89.8% SLA compliance, an average first response of 10 minutes and 1.3-hour average resolution.

The engagement covered CRM development, ticketing & SLA, a field-operations app and analytics, delivered as one connected system. We designed it around the way issues move on the ground across the Mashaer, where Al Bait Guests operates: a report is raised, typed and prioritised, assigned to the right area team, timed against its SLA and closed — while managers follow the same live data on executive, operational and quality dashboards, and can export it to Excel when needed. It reflects the approach behind our CRM development work; see the wider ERP & CRM service for related projects.

→ View the live system