As customer expectations rise and competition intensifies, HX is reshaping its experience around speed, personalisation, and operational simplicity, anchored by Salesforce CRM and Seaware at the core of its technology ecosystem.
Integration delivered in approximately one-third of the time estimated by alternative vendors.
About
Since 1896, HX Expeditions has been taking curious travellers on mindful expeditions to the most remote and awe-inspiring places on the planet.
Industry
Travel & Tourism
Company Size
1,000 - 5,000
Headquarters
London, England
Systems Integrated
As customer expectations rise and competition intensifies, HX is reshaping its experience around speed, personalisation, and operational simplicity, anchored by Salesforce CRM and Seaware booking system, at the core of its technology ecosystem.
HX’s transformation wasn’t happening in isolation. It was unfolding against a backdrop of rising expectations across the travel industry, where customers increasingly expect seamless, real-time, and highly personalised booking experiences, regardless of complexity behind the scenes.
To deliver that, HX needed its core systems to behave as one.
Instead, they didn’t.
Salesforce and Seaware, two of the most critical platforms in the business, operated in parallel but not in sync. Data moved between them through manual processes, with teams routinely re-keying information just to keep operations aligned.
What had once been manageable friction was becoming a structural limitation. Every manual touchpoint slowed the pace of the business, introduced avoidable cost, and created delays in processes that needed to feel instantaneous to the customer.
At a strategic level, this fragmentation stood in direct tension with HX’s ambition: to modernise its booking journey and deliver a more responsive, connected customer experience. At an operational level, it meant two mission-critical systems were constantly being reconciled rather than truly connected.
Most vendor proposals pointed to long implementation cycles, often exceeding 12 months, alongside significant operational disruption and ongoing maintenance overhead.
For a business in the middle of transformation, that timeline was too heavy. The opportunity cost was too high.HX needed something different: an approach that could move at the speed of the transformation itself.
Versori stood out not because it offered a pre-packaged connector, but because it didn’t require systems to be perfect in order to connect them. Instead, it focused on working with complexity as it existed, translating fragmented, inconsistent data into a clean and usable foundation for synchronisation.
Just as importantly, the approach aligned with HX’s intent: reduce friction, accelerate delivery, and avoid slowing down the broader transformation programme.This wasn’t just a technical decision. It was a question of momentum.
Instead of attempting to define every edge case upfront, both teams built, tested, and refined continuously, allowing the solution to evolve alongside real system behaviour.
A key complexity emerged early around the Seaware API, which required deeper exploration and ongoing collaboration with the vendor. Rather than delaying progress, this became part of the build rhythm itself, shaping how the integration was designed and refined over time.
To maintain pace, Versori also used AI-assisted development techniques to streamline build cycles and reduce manual engineering effort, helping the team move quickly without sacrificing control or stability.
Behind the scenes, careful coordination across HX, Versori, and third-party stakeholders ensured capacity was aligned early, preventing bottlenecks that could have slowed delivery during critical phases.
It was designed not just to move data, but to continuously synchronise two core operational systems.
At its core, the solution provided:
Rather than acting as a simple connector, the integration became a stabilising layer across HX's core operational stack.
Versori connects Salesforce with Seaware to automate HX’s commercial and loyalty workflows. New or updated agencies in Salesforce are created/updated in Seaware, with extended rules that maintain time-bound classifications (office code, final payment, first deposit, and FIT/GRP commissions).
Loyalty operations run end-to-end: create new loyalty members, process unsubscribe events, and keep points balances in sync, with Seaware acting as the master for reservation-driven updates.
The result: fewer manual updates, accurate agency and loyalty data across systems, and a reliable foundation for bi-directional booking and CRM processes.
Versori connects Seaware to Salesforce so HX’s bookings are kept current in CRM. A scheduled job pulls reservations from Seaware, fetches associated passengers, skips records without travellers, then maps and upserts them as Salesforce Orders (create if new, update if found).
Robust error handling, retries, and authentication are built in, and we also stabilised related flows (loyalty, points, clients) identified during debugging.The result: accurate, up-to-date bookings in Salesforce with fewer manual fixes and a solid base for bi-directional CRM/booking workflows.
Versori delivered the integration in approximately one-third of the time estimated by alternative vendors, reducing delivery time by around 70%.
By removing the need for manual data re-keying, HX eliminated a persistent operational bottleneck that had quietly shaped how teams worked day to day. Processes that once required coordination between systems now happen automatically and in real time.
What was once a fragmented workflow has become a continuous, connected system underpinning the booking journey.
With a stable, real-time integration layer in place, HX is no longer constrained by system fragmentation. The foundation now exists to support further evolution across its digital ecosystem, enabling faster experimentation, smoother system onboarding, and a more connected booking experience as the platform continues to scale.
The result is not just a successful integration, but a shift in how HX can now move.
