Features get compared in a demo. The implementation experience only gets evaluated after signing. Here’s how Cangooroo flips that equation..
The moment nobody anticipates
When a travel company evaluates a new booking engine, the process tends to follow the same path: feature comparison, integration review, cost analysis. What rarely enters the equation — until it’s too late — is the question that most impacts the business during the first year:
What is it like to work with this vendor when something goes wrong?
What happens when go-live gets delayed? When there’s a booking error during peak season? When the team needs support and the vendor doesn’t respond? These situations don’t appear in any demo. But they define the success or failure of a technology implementation just as much as any feature of the system.
Why implementation is a competitive advantage
At Cangooroo, the onboarding and support process is not an operational cost — it’s part of the product. A platform that works perfectly but takes months to implement, or that lacks responsive support when something fails, doesn’t generate real value for the client.
That philosophy is measurable. Cangooroo operates in the NPS Excellence Zone, with 79% of its clients giving the highest possible score. And 96% of support tickets are resolved within the agreed SLA.
79% clients with maximum NPS score (10)
96% tickets resolved within SLA
But beyond the numbers, what best describes the experience are the words of those who lived it.
What clients say after going through the process
“The implementation was one of the smoothest experiences we’ve had, with the best support we’ve ever received.”
— BWT
“Your follow-up made a big difference. We truly value the clarity and agility at every stage.”
— Paytrack
“The team’s dedication made all the difference in getting the project to this stage.”
— PCE
Onboarding as a first win
Implementing a new technology platform shouldn’t be a challenge the client has to overcome alone. At Cangooroo, onboarding is designed to be the client’s first win: a structured process, with real support at every step, where each stage has a clear owner and a clear timeline.
The result is that clients reach go-live with their team trained, their platform configured, and their inventory operational. Not with unanswered questions or half-finished processes.
That experience is what builds loyalty. And it’s what makes 79% of clients choose the maximum score when asked how they’d rate Cangooroo.