Ecommerce Platform | Best practices for implementing the Ecommerce Platform

Ecommerce Platform | Best practices for implementing the Ecommerce Platform

Plan and prepare

Planning ahead is key to a successful ecommerce platform implementation. Steps for implementation planning include:

  • Select key members of the team.

  • Resource planning.

  • Defining a roadmap to achieve implementation goals.

To improve participation and support, involve your staff members or key prospective ecommerce platform users to understand their needs. Irrespective of the method you choose, you must ensure all the issues are being addressed.

In the planning phase, organise a team and know the resources that you need before you start. This will allow you to better plan a successful implementation.

Establish a project timeline

After deciding your implementation approach and requirements, you can start building the project timeline.

Hotels may be running several huge projects simultaneously. In order to avoid overlap of ecommerce platform implementation with any other project, make sure you schedule and maintain a timeline.

The key members of the implementation team must be available from the day it goes live.

A. Kick-off call

As soon as the contract is signed, set up a call to discuss the following

  • Build branding, images and hotel details.

  • Payment, system API and integration.

  • Set a realistic timeline for each stage and go live date.

B. Build

  • Platform build - Ensure all the details needed are sent across, which include the initial company details, VAT, T&Cs, images, text etc.

  • Table module - Get in touch with ResDiary for the integration details and send it to your implementation specialist at Journey to set up the connection.

  • Room module - Contact your Synxis account manager for the integration details, same as ResDiary, so your implementation specialist can set up the connection.

C. Opera

  • Find a way to manage and reconcile payments, that works for you.

  • If using a separate code to track payment from Stripe create this before testing.

  • Managing cancellations and refunds.

D. Stripe: Set up an account and test, best practices for handling payments

E. Website

Test and Q&A

Assign individuals for each module to test various scenarios, payments etc.

Cost planning

When it comes to implementation cost, consider the cost for the following specifics:

  • Consulting

  • Data migration

  • Customization

  • Integration

  • User training

  • Support

Each ecommerce platform module costs vary.

Please ensure the on-property project team/champion is aware of timelines, provisional go-live/training dates and the implication of any delays (financial penalties).

Prepare to go-live

We recommend you keep your initial customization simple. Having a checklist handy can be highly beneficial.

A Go-live checklist must include all pieces of information including a complete snagging of the platform from the front and back end, testing each element available for sale, deposit etc.

Before the launch, the top management must communicate with the users to make them aware of the upcoming changes. Build excitement among users and set deliverables. Make sure your users are ready to adapt to the transformation. Change resistance can be a barrier at this phase.


The success of your One Journey implementation is largely dependent on its end-users. Your users must be ready to accept this change. Highlight the benefits of the platform etc.

Develop a Post-implementation plan

Once your property's ecommerce platform is live, you must start planning the next phase. The post-implementation plan includes the following:

  • Assign users to maintain data, images etc.

  • Usability tests.

  • Building a feedback system.

  • Refresher training.

  • Marketing opt-in or opt-out list.

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