Web Application
Building a Single Source of Truth for Umrah Travel Operations
A pilgrimage CRM and traveller portal that replaced spreadsheets with one connected system for trips, bookings, documents and payments.
A pilgrimage CRM and traveller portal that replaced spreadsheets with one connected system for trips, bookings, documents and payments.
Safar-ul-Imaan is an Umrah travel operator that organises pilgrimage trips from start to finish — flights, hotels in Makkah and Madinah, visas, ground transport and the day-to-day coordination that keeps a group of pilgrims moving together. Each trip involves dozens of travellers, and many of them book as families or wider groups led by a single person who speaks for everyone. The business had grown to the point where its existing tools could no longer keep up. Trip details, passenger records, passport documents and booking confirmations lived across separate spreadsheets and inboxes. Staff spent hours chasing missing information and answering the same questions from travellers who had no way to check their own status. The operator needed a system that did two jobs at once: give the office a reliable internal CRM to manage every part of a trip, and give pilgrims a simple portal where they could log in, see their itinerary, upload documents and make payments without phoning the office. The goals were clear. Reduce the manual admin behind every booking, give travellers a self-service view of their own trip, keep family and group bookings correctly linked, and put payments on a secure, trackable footing. The desired outcome was a calmer operation — fewer status calls, fewer lost documents, faster onboarding for each new pilgrim, and a clear record of who has paid for what.
The biggest obstacle was group integrity. Pilgrims rarely book alone. A family or wider group is usually arranged by one lead person, and the office needed every member of that group to stay correctly linked to their leader — even when bookings arrived from an external website in an unpredictable order. Getting this wrong meant duplicated travellers, broken family groups and confusion over who was responsible for a booking. On the operations side, staff were managing trips, passengers, hotels, flights, visas and transport across disconnected files. There was no single record for a passenger, so the same person could appear differently in three places. Confirmations were tracked by hand, and audit history barely existed. For travellers, the experience was entirely dependent on the office. There was no way to log in, no way to check a payment, and no way to submit a passport scan without emailing it. Onboarding a new pilgrim meant manual back-and-forth before they could do anything useful. Payments were equally fragile. Without a secure, structured way to capture and record payments, the team had no clean view of who had paid, what was outstanding, or how to reconcile it against a trip.
We built Safar-ul-Imaan as two connected experiences on one platform: an internal CRM for the office and a self-service portal for travellers, sharing a single PostgreSQL database so every record stays consistent. For the office, we created a full CRM covering trips, passengers, hotels, flights, visas and transport, each with its own management screens and confirmation tracking. Every passenger now has one authoritative record, and an audit log captures changes so the team always has history to fall back on. Inbound bookings from the operator's marketing site flow in automatically through a secured webhook, creating the passenger and linking them to the right trip without manual entry. To solve group integrity, we designed a cohort model rooted at a single booker. When a group books together, the system serialises the incoming bookings so the lead always wins as group leader regardless of network timing, links every other member back to that leader, and stays idempotent on retries. The result is one clean family group every time, with the booker able to invite each member to claim their own portal login later. For travellers, we built a portal with passwordless email login, a personal dashboard, an itinerary view, document downloads, a group overview for leaders and a payments screen backed by Stripe. Pilgrims can see their trip, review what they owe and save a card securely without ever calling the office. When an admin confirms a booking, a welcome email goes out automatically with step-by-step login instructions, so onboarding starts the moment a traveller is approved. We paid close attention to performance and clarity. The interface uses a calm, considered visual design suited to the nature of the journey, loads quickly, and presents complex trip information in a way both staff and travellers can follow at a glance.
Safar-ul-Imaan
Travel & Pilgrimage
14 weeks
"The team understood our work from day one and built exactly what we needed. Communication was clear throughout, and the result has taken a huge amount of manual coordination off our hands. Our travellers can finally manage their own trip, and we have one place we trust for everything."
Ashraf Ahmad
Operations Director, Safar-ul-Imaan
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