BPO Solutions for Travel and Leisure Industry

The travel and leisure industry is faced with rapidly rising costs, changing customer needs and economic pressures. WNS helps enterprises leverage BPO as a strategy to gain competitive advantage by better managing and leading this transformation.

Building on its experience of over a decade in managing a shared services center for one of the world's largest airlines, WNS's BPO services portfolio includes processes that support the entire travel and leisure industry.

Our deep domain expertise, qualified and experienced talent pool and strong focus on operational excellence help companies focus on their core business issues while their team at WNS focuses on managing their processes.

The combination of our BPO offerings, industry best practices and proprietary tools and methodologies add value to our clients' processes by helping them improve customer service, reduce costs and streamline processes through efficiency, quality and productivity improvements.

Our BPO service offerings include

Sales and Customer Care

■ Customer service

■ Sales and reservations

■ Loyalty program management

■ Customer relations

■ Lost baggage tracing and customer support

■ Website navigation

■ Specialty help desk

Operations

■ Fare filing and loading

■ Revenue management

■ Fares and ticketing

■ Queue processing

■ PNR servicing

■ Fraud prevention and control

■ Passenger/cargo revenue accounting and auditing services

■ Cargo operations support

Platform Based Service Offerings

■ JADE® – passenger revenue accounting solution

■ Verifare® – automated web-based fare audit solution

Case Studies

Industry: Travel and leisure
Process: Customer segmentation mix
Improving effectiveness of marketing campaigns for a travel and leisure company
Key features of the WNS solution include

A better understanding of members and their buying behavior
Reduction in customer attrition
Increased efficacy of marketing messages based on characteristics of members.

Industry: Travel and leisure
Process: Inbound sales
Increased sales conversion rates by over 50 percent for lastminute.com
Key features of the WNS solution include

Flexible pricing model which allows for greater flexibility for the client as its business volumes fluctuate
Delivering continuous improvement by implementing Six Sigma and Kaizen projects to boost agent productivity; identifying opportunities to embed process efficiencies in order to focus on up-sell and cross-sell of products.
Deploying high quality talent - developed sales training modules to create a compelling, relevant and customized training program.

Industry: Travel and leisure
Process: Fare filling services
Helping increase speed and accuracy of fare filing for a major European airline
Key features of the WNS solution include

Fare filing Centre of Excellence (CoE) for a major European airline
Consolidation of the fare filing process from across 75 countries and subsequent standardization of the process at the center of excellence set up in Pune, India
Achieved over 98 percent accuracy
Speed to market – 24X7 operations
Improved turnaround time by ~12 percent including 100 percent on time delivery with high accuracy for all high profile promotional campaigns.

Industry: Travel
Process: Passenger revenue accounting
Helping Caribbean Airlines transform its revenue accounting process
Key features of the WNS solution include

A fully managed service eliminating the need to invest in infrastructure or software license fees, and manage staff capacity
A scalable end-to-end service, on an automated workflow platform which is easy to customize and implement
Automation of critical processes such as invoice generation, accounting, revenue processing and MIS, which were previously done manually
Transitioning CAL's revenue accounting processes onto JADE, in a short span of 4 months against an industry standard of 8 months.

Industry: Travel and Leisure
Process: Fare filing
Helping a leading Global Distribution System (GDS) improve speed and accuracy of the fare filing process thereby significantly reducing debit memo payouts
Key features of the WNS solution include

Consolidated and standardized the fare filing process for over 450 airlines
Increased accuracy of fare filing from 88 percent to 94 percent within 24 months which resulted in significant reduction of debit memo payouts that were a result of data coding errors
Improved compliance of turnaround time for fare filing from 90 percent to 99.5 percent post transition to WNS
Increased the volume of filings by 157 percent in 3 years with only an 82 percent increase in resource. This achievement significantly surpassed the average productivity of experienced onshore analysts when the work was handled by the client onshore.

Industry: Travel and Leisure
Process: Inbound sales
Increased conversion rate by 50% for Travelocity's inbound offline sales
Key features of the WNS solution include

Re-engineering sales processes at the contact center to maximize team productivity
Improving process efficiencies to enable the team to up-sell and cross-sell affiliate products
Implementing LEAN Six Sigma programs to reduce average handling time (AHT) of inbound calls
Creating a customized MIS tracker for accurate tracking and analysis of performance

Industry: Travel
Process: Revenue accounting and recovery
Helping United Airlines in revenue accounting and recovery, resulting in significant cost savings, process efficiencies and enhanced recoveries
Key features of the WNS solution include

Managing end-to-end passenger revenue accountingoperations including complex functions of interline,auditing, investigation, refunds and collections
Stringent service level agreements
Multi-location delivery to ensure business continuity
Highly skilled staff
Proprietary staff training capabilities
Rigorous quality assurance and Six Sigma programs
Robust program management and migration methodology

Industry: Travel
Process: Sales accounting, Uplift / traffic processing, Revenue recovery and audit, Interline billing – sample and non-sample, Error handling
Optimizing passenger revenue accounting processes for SAS Airlines
Key features of the WNS solution include

Identifying recoveries of several million dollars within one year
Improving accuracy in interline sampling from 98 percent to 99 percent within a year, resulting in significant revenue protection
Delivering over 50 percent improvement in turnaround time and managing over 7.5 million exception transactions within one year
Reducing the cost of revenue accounting operations by approximately 30 percent annually

Industry: Travel and Leisure
Process: Passenger Revenue Accounting Customer Care
WNS and Virgin Atlantic Partnership Takes Off: Revenues Accelerate through Improved Processes
In 2004, Virgin's passenger traffic had increased - a success for the airline, especially given rising fuel prices, a volatile business environment, and a saturated employment market. This also meant Virgin had to manage rapid growth while keeping overhead costs down. So, executive management decided to re-evaluate its operating model to improve efficiency, and increase its competitive advantage, and employ a scalable workforce.