How TravAlliancemedia decreased the number of support tickets

TravAlliancemedia caters to travel agents with their platform, Agent Studio. With this website builder, travel agents can create their own travel agency website in just a minute as well as manage communication with their customers thanks to the built-in CRM tool. They integrated our user-friendly rich text editor and file manager to provide their users with a smoother writing and content management experience.

Challenge: Finding a great file manager

Agent Studio’s website builder and CRM tool were using a much older version of CKEditor for all of the rich text editing capabilities. As with many of CKEditor implementations, once it had been installed, it did not need a lot of maintenance and just worked.

The media and files in Agent Studio were stored in the local user files folder, but for thousands of websites, and thousands of images and other pieces of media like PDFs, this was not the optimal solution. As a result, they have decided to migrate to Amazon S3.

After they decision to move all of their content from the CDN was taken, TravAlliancemedia needed to find a solution that could provide file and image management and galleries as well as compatibility with Amazon S3. Their existing CKFinder implementation did not allow this and while investigating the issue, they realized both CKEditor and CKFinder had not been updated in a very long time.

Solution: Don’t change what’s great

They were researching and looking into different solutions but one of them seemed obvious: upgrade to the newer versions of CKEditor and CKFinder that covered everything they needed. Andrew Regis, TravAlliancemedia Lead Developer, says: “I’ve been using CKEditor for different jobs for many years, so when we started on this project, it was an easy choice: we just moved to the latest and greatest.”

They found the upgrade process pretty easy but in the process they needed to do something a little bit more special than it was laid out in the standard documentation. They needed not only to connect S3 but also to connect each website with a specific folder in the S3 bucket. TravAlliancemedia reached out to our support and together, we worked the way through creating a custom S3 connector to the server. Under 2 days, the custom implementation of CKFinder was ready to go to production.

As a developer, I really appreciate the API and the enrichment it provides. And the phenomenal documentation!

Even though Amazon S3 was what initiated the upgrade, and just by upgrading, the general feel and reliability of the product changed drastically, they wanted to add as many bells and whistles as possible and improve their editor offer.

Result: More features, fewer questions

Because TravAlliancemedia wanted to make it as easy as possible for users to design their content pages, they made many plugins available. With CKFinder being the main one, some of the other plugins they are currently using are: auto-embed, drag and drop of images, YouTube videos and tweets, table tools, placeholder functionality, advanced image plugin, alignment functionality, text coloring, fonts, and font styling. “We consider these plugins really useful,” says Regis. “Anything that allows users to add and manage rich media placement in the WYSIWYG interface is very helpful.” Regis also adds that once they have seen how the editor was running fantastically after the update, they would like to keep it that way and be up to date at all times.

Just because the product is easier to use and works so smoothly, as there are accessibility and usability features available, we get fewer questions because users have a much easier time.

When talking about the user reactions and primary benefit of the update, Regis goes on to say that they were able to see the difference in the number of support requests. “Just because the product is easier to use and works so smoothly, as there are accessibility and usability features available, we get fewer questions like how do I make it look like this, how do I do that because they have a much easier time.” Users now have more editing options, which they eagerly take advantage of. When it comes to the technical side of things, they are happy to set up the infrastructure however they like, and still use and integrate the product seamlessly.

"I like CKEditor because it makes editing content very easy for our clients. They can create rich HTML documents quickly and easily as they know from Word. "

Andrew Regis
Lead Developer

TravAlliancemedia

http://travalliancemedia.com
Our solution:

CKEditor 4

CKFinder

Results:

Better efficiency in development

Customizable infrastructure

User-friendly product

Decrease in support requests

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