SalesTrax: Digitizing Onboard Sales Across the Celebrity Cruise Fleet
Client
Celebrity Cruises
Industry
Travel and hospitality
Engagement
Project Based Development
Duration
4+ Years Partnership
How Sancrisoft built Salestrax, a custom sales management platform.
Goals
The primary goal of the project was to modernize Celebrity Cruises’ onboard sales and guest engagement operations by replacing fragmented, manual processes with a reliable, digital-first ecosystem designed for life at sea.
Specifically, the project aimed to:
- Unify onboard operations by centralizing sales activities, appointments, itineraries, and guest interactions into a single connected platform
- Improve operational efficiency by reducing manual coordination between onboard teams and shore-based offices
- Deliver an offline-first experience capable of functioning reliably with limited or intermittent internet connectivity
- Enhance the guest experience by minimizing wait times, enabling self-service check-ins, and ensuring faster response to appointment and event requests
- Empower sales and leadership teams with real-time visibility into activities, performance, and guest engagement across the fleet
- Increase revenue opportunities by enabling faster, more personalized guest interactions and eliminating operational bottlenecks during peak periods
Services
- Custom Web Development
- Mobile App Development
- Quality Assurance
- DevOps & Cloud Infrastructure
- UI/UX Design
Challenge
Celebrity Cruises faced the challenge of replacing fragmented, manual onboard operations with a unified digital ecosystem across its fleet. Legacy tools required heavy coordination between onboard and shore-based teams, leading to inefficiencies in managing guest appointments, sales activities, and itineraries.
Operating at sea added complexity:
- Limited internet connectivity required offline-first solutions with reliable sync
- Long kiosk wait times and missed appointment requests impacted guest experience
- Manual event check-ins delayed operations and limited real-time sales insights
The goal was to deliver reliable digital efficiency in one of the most demanding environments in the world, cruise operations at sea, where uptime and guest satisfaction directly affect revenue.
Solution
Sancrisoft designed and built SalesTrax, a unified digital ecosystem composed of three tightly integrated applications purpose-built for onboard cruise operations. Together, these tools replaced manual workflows, enabled offline-first reliability, and delivered real-time operational visibility across Celebrity Cruises’ fleet.
Web App for Sales Agents & Leadership
A centralized platform to manage onboard sales operations efficiently across multiple ships.
- Streamlined appointment scheduling, itineraries, and guest interactions in a single digital system
- Enabled reliable data synchronization through a robust Web App and API, optimized for limited connectivity at sea
- Delivered real-time visibility into sales activities and performance, empowering leadership with accurate, up-to-date insights
Kiosk App for Sales Office
A self-service experience designed to reduce wait times and improve guest flow during peak hours.
- Allowed guests to check in instantly via card tap or manual entry
- Automated appointment and callback requests by capturing guest preferences at the kiosk
- Equipped onboard teams with configurable controls for queue management, system settings, and Bluetooth card reader connectivity
iPad App for Events
A mobile solution built to accelerate event check-ins and unlock real-time sales opportunities.
- Enabled fast, frictionless guest check-in using Bluetooth card readers
- Captured attendee profiles in real time, including loyalty tier and stateroom data, allowing sales teams to personalize offers on the spot
- Provided live attendance and performance visibility to event managers, supporting staffing optimization and ROI measurement
Results
Through the collaboration with Sancrisoft, Celebrity Cruises achieved:
- Operational Transformation: Onboard sales teams now manage appointments, itineraries, and client interactions through a fast, intuitive interface.
- Enhanced Productivity: Automated processes and real-time updates reduced manual effort and data inconsistencies.
- Fleet-Wide Consistency: A unified platform deployed across 12 ships ensures standardized workflows and reporting.
- Scalability and Reliability: Built for long-term maintainability and future expansion across the Royal Caribbean Group’s digital ecosystem.
