Utazzo Holidays: Travel Platform Rebuild with AI Lead Routing

Utazzo Holidays has sold curated holidays across India and abroad for 15+ years, to more than 100K travellers. Its customer web app, sales CRM and admin ran on a monolith on Windows servers that was slow, hard to load on low-end devices and could not scale with the business. Leads were handled manually, with no routing from pre-sales to sales.

A rebuilt customer web app in Next.js

Sales CRM and admin in React, with a unified pipeline, quotes, itineraries, role-based access and source tagging

The monolith split into NestJS microservices on PostgreSQL and Redis

AI that routes and prioritises leads by intent across the pre-sales to sales pipeline

Migration from Windows servers to AWS

Five phases: discovery and architecture, rebuilding the web app, CRM and admin, microservices and cloud foundation, AI automation, then migration and cutover. Legacy data moved into PostgreSQL, UAT ran against the old system, and old URLs were 301-redirected to protect existing search traffic.

Services that scale independently, so one change no longer risks the whole system

An automated lead pipeline and less manual work for the sales team

Fast on low-end devices through server rendering, caching and lean bundles

Elastic AWS hosting in place of Windows servers

Stack: Next.js, React, NestJS, PostgreSQL, Redis, AWS

The CRM has grown into Utazzo's main operating system for sales, ticketing and product:

Leads, converted leads, unassigned queue, imports and customer records, with lead parsing and a WhatsApp inbox

CallSense for calls, with team sign-in through their CallerDesk number

Approval flows for operations, pricing changes (reprice), voids, products and website content

Itinerary dashboard and fixed departures

A ticketing desk for flights, hotels, drop-offs and activities, with an action-needed queue

A product catalog for hotels, cruises, activities, transfers, visas, insurance and meals, plus suppliers and markup profiles

A products dashboard that shows which catalog items can actually be quoted in an itinerary

A website dashboard, marketing reports, branches, departments and agent targets