Description
ReFly provides legal services in the aviation industry, protecting passengers’ rights and helping them receive compensation for disrupted flights. The platform allows users to easily submit claims online, which are then processed and managed by the support team. Our team has been continuously supporting and extending the project since early 2024, focusing on process automation, bug fixing, and ensuring system stability.
Challenge
The main challenge was to stabilize a platform used daily for a high volume of passenger claims. Early versions lacked efficient tools for customer request management and relied on a fragmented setup, which complicated improvements. At the same time, technical issues and critical bugs threatened to slow down the claims process. Continuous enhancements had to be delivered without disrupting the live system.
Solution
We implemented and optimized Zendesk to centralize customer requests and streamline claim processing, ensuring all inquiries were tracked and resolved efficiently. To maintain platform stability, we continuously monitored performance, applied fixes, and ensured a smooth user experience even under increasing load. Recognizing the importance of quick issue resolution, we introduced a fast-response process for critical bugs, making rapid detection and fixes the top ongoing priority. To support scalability and future growth, we proposed a migration to Nuxt.js, improving maintainability and performance. Throughout the project, we worked closely with company leadership to align on both short-term fixes and long-term strategic improvements.
Technology Stack
- Frontend: Vue.js, Nuxt.js
- Backend: JavaScript (Node-based integration)
- Tools & Integrations: Zendesk
- Others: HTML, CSS