eDreams ODIGEO- AI-Powered Automation Unifies Engineering & IT Support in Slack

Europe’s largest travel subscription platform deployed Enjo to centralize knowledge access, automate Jira ticketing, and deliver real-time reporting - all inside Slack.

About

Europe’s leading travel subscription platform and one of the continent’s largest e-commerce businesses. Operates five brands - eDreams, Opodo, GO Voyages, Travellink, and Liligo - serving 21M+ customers annually across 44 markets.

Industry: Online Travel & E-Commerce | HQ: Barcelona, Spain | Employees: 1,700+ | Revenue: €718M (FY2025)

Listed: BME: EDR (Spanish Stock Exchange) | 7.26M Prime subscribers | 65+ nationalities

Objective

• Centralize engineering and IT workflows inside Slack
• Automate Jira ticket creation from Slack messages
• Surface Confluence knowledge instantly to employees
• Gain real-time visibility into team progress and workload
• Reduce context-switching across disconnected tools

Challenge

eDreams ODIGEO operates at massive scale—serving over 21 million customers annually through five travel brands across 44 markets. Behind the consumer-facing experience, a multinational engineering organization of 1,700+ employees spanning 65+ nationalities relies on Jira Software for development workflows and Jira Service Management (JSM) for internal IT support, with Confluence as the central knowledge repository.

The core problem was fragmentation. Engineers and support staff toggled between Slack, Jira, and Confluence dozens of times daily. Institutional knowledge was buried in Confluence pages that employees rarely searched proactively. IT requests submitted through Jira portals lacked context, and manual triage slowed response times. Reporting on engineering progress meant pulling data from multiple dashboards—slowing standups, planning cycles, and decision-making.

eDreams needed a single intelligent layer inside Slack—where teams already lived—that could automate ticket creation, surface knowledge on demand, and deliver real-time operational visibility without additional tool-switching.

Approach

eDreams deployed Enjo across multiple Slack channels, each purpose-configured for a distinct workflow:

• Knowledge channels: Enjo acts as a wiki assistant, searching Confluence knowledge bases and delivering contextual answers directly in Slack—eliminating manual lookups.
• Ticketing channels: Every Slack message is automatically converted into a structured Jira ticket—engineering requests route to Jira Software, IT issues route to JSM. Zero manual ticket creation required.‍
• Reporting & check-ins: Teams generate real-time Jira reports and charts inside Slack. Automated standups, mood checks, and reminders collect structured updates on a recurring schedule.