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Capabilities

Engineering Enterprise Platforms: Pega Data Enterprise Platforms: Appian Cloud Enterprise Platforms: Salesforce Quality Engineering Enterprise Platforms: ERP AI-Led Business Process Solutions Enterprise Platforms: MuleSoft Experience Global Capability Centers

Industries

See All
Banking & Financial Services
Insurance
Travel
Healthcare & Life Sciences
Public Sector
Hi-Tech
Telecom, Media, Automotive, and Energy
Retail, Consumer Packaged Goods (CPG), and Hospitality

Resources

Case Studies Conversation with Pathbreakers Blogs White Papers Tech PoV and Insights

Resources

Case Studies
Conversation with Pathbreakers
Blogs
White Papers
Tech PoV and Insights

Who We Are

About Us Newsroom Leadership Partners Locations Careers Awards & Recognitions ESG Learn more about Coforge
Coforge: Where AI engineering meets industry expertise.

Learn about our company, our vision and values, and the 45,000+ professionals enabling businesses to harness the power of AI.

Learn more about Coforge
Composable Enterprise

Main

AI

Industries

See All
Banking & Financial Services
Insurance
Travel
Healthcare & Life Sciences
Public Sector
Hi-Tech
Telecom, Media, Automotive, and Energy
Retail, Consumer Packaged Goods (CPG), and Hospitality

Capabilities

Engineering Enterprise Platforms: Pega Data Enterprise Platforms: Appian Cloud Enterprise Platforms: Salesforce Quality Engineering Enterprise Platforms: ERP AI-Led Business Process Solutions Enterprise Platforms: MuleSoft Experience Global Capability Centers

Who We Are

About Us Newsroom Leadership Partners Locations Careers Awards & Recognitions ESG Learn more about Coforge
Coforge: Where AI engineering meets industry expertise.

Learn about our company, our vision and values, and the 45,000+ professionals enabling businesses to harness the power of AI.

Learn more about Coforge
Composable Enterprise

Resources

Case Studies Conversation with Pathbreakers Blogs White Papers Tech PoV and Insights

Resources

Case Studies
Conversation with Pathbreakers
Blogs
White Papers
Tech PoV and Insights

CASE STUDY

Cruise Line Transformed Customer Experience Operations and Improved Process Performance by 40% With Pega Upgrade

Industry

Hospitality

Our Contributions

Pega Upgrade, Modernization, Business Process Optimization

Location

Global

Cruise1

Coforge helped a global cruise line upgrade its complaint management platform to Pega 7.3, ensuring uninterrupted operations across shipboard and shore-side environments, improving system performance, and establishing a scalable foundation for digital hospitality innovation.

Cruise2

The Challenge

A leading cruise line needed to modernize its guest complaint management platform while ensuring uninterrupted operations across shore-side and shipboard environments.

The initiative required upgrading the complaint management system to Pega 7.3, meeting compliance requirements and preserving interoperability with legacy Pega versions until fleet-wide adoption could be completed.

The client needed a seamless transition that improved performance without disrupting guest service or operational continuity.

Our Approach

 

Coforge executed a phased modernization approach that enabled the cruise line to upgrade its customer service platform while maintaining continuity across shore-side and shipboard operations. The approach minimized disruption, preserved data integrity, and established a foundation for customer experience innovation in the future.

Phased Platform Modernization

We upgraded the complaint management system to Pega 7.3 while supporting coexistence with legacy environments during the fleet-wide transition.

Business Continuity Across Environments 

We maintained shore-side operations on existing systems until shipboard applications could be upgraded, ensuring uninterrupted service throughout the transition.

Seamless Data Migration

Using Pega's import capabilities, we enabled the secure transfer of cases and operational data between shipboard and shore-side environments.

Consistent Cross-Platform Experiences

We synchronized case management processes across Pega versions, helping maintain a consistent user experience throughout the upgrade journey.

Performance and Compliance Enhancements

We optimized application performance and delivered compliance upgrades that improved operational efficiency and prepared the platform for future growth.

Cruise3

Impact to Date

Coforge enabled the cruise line to modernize a critical customer service platform while maintaining uninterrupted operations across its global fleet. The transformation improved performance, strengthened scalability, and established a more flexible foundation for delivering seamless guest experiences.

40%

Improvement in process performance

Business Impact

 

  • Enhanced scalability through modernization on Pega Platform.
  • Delivered compliance upgrades across shore-side and shipboard operations.
  • Preserved continuity during fleet-wide platform transition.
  • Established a foundation for future personalization initiatives.

With a modernized customer service platform and a scalable digital foundation, the cruise line is better positioned to enhance guest experiences, accelerate innovation, and explore next-generation personalization capabilities across its global operations.