New York-based Travel Dynamics International, for instance, a luxury small-ship charter cruise operator, has multiple software systems to handle customer-oriented processes, and they realized some customers were not being served adequately. ”Clients were slipping through the cracks. We were not efficient, and there were process gaps,” says Nikos Papagapitos, manager of technology and special projects at Travel Dynamics. They ended up merging a Microsoft CRM application with their legacy application in December 2008. “It was a complete 180 from before, instead of looking in four or five places, we had one integrated database for everything. Now if a person calls in, we can see their history with us, and can record what made them choose us in the first place,” Papagapitos explains.53