€60,000 saved every year: the Company Brain at Better Bookings

In short: from problem to solution

• The problem: a company that writes its own software, with information spread across different applications. Answering a simple question meant knowing which system to look in, and asking the right person.
• The solution: a Company Brain that holds together what the company knows and the channels the requests come in from. Phone, email, WhatsApp and chat land in one place, where the Brain assesses the request and answers at the first level.
• The result: €60,000 saved every year, and weeks instead of months to stand up automations the company already had on its list.

The company

Better Bookings is an international tour operator and a technology company, active in seven markets. Every day it handles thousands of requests and bookings.

This is not a company that suffers technology: from the start it chose to build its applications in house, to stay fast, flexible and independent. It is the hardest kind of client to impress, because whatever is missing they can build themselves.

The problem: knowing everything, scattered everywhere

The price of that choice is that information ends up divided across the systems that produce it. The management system knows one thing, the support tool knows another, documents and procedures live somewhere else again, and customer requests arrive on four different channels.

None of those pieces is wrong. The problem is the sum: to answer, you first had to know where to look, and often you needed the person who knew that system. The time went into retrieval, not into the answer.

What we built

A Company Brain: a single place where the company can be queried. The software stays where it is and keeps doing its job, but the information inside it becomes reachable with a plain question, without knowing which application holds it.

On top of that we put the channels. Phone, email, WhatsApp and chat flow into the same environment: the Brain reads the request, assesses it and gives the first-level answer. Anything beyond first level reaches a person with the context already attached.

The part we did not expect

The thing the founder mentions first is not the saving. It is that the Brain did not stay an IT thing: it became a tool of the company, used by people with nothing to do with technology. It learns every day from the people who work with it, and it helps new joiners get started, who ask it instead of asking around.

In his words it is not a piece of software but a digital colleague. That is the difference between a tool that has to be explained and one that gets adopted.

What this case does not prove

It does not prove that a Company Brain replaces the support team: the requests that matter still reach people, with the advantage that they arrive already worked up. And it does not prove that building one is free: the saving is the difference between what the company would have spent doing it alone and what it spent doing it with us.

What comes next

Today the Brain works in operations. The next step, already decided, is to bring the same setup to sales. With the company saying, after the work is done, that they are only at the beginning.