Work-from-anywhere models, revenge travel and wellness tourism, among other factors, have heightened the demand for unique and tailored experiences in the hospitality industry – and therefore, an increased need to develop and deliver hyper-personalized solutions and services.
What will it take for hospitality companies to deliver hyper-personalization throughout the entire customer travel value chain? What will be the innovative product mixes to achieve this end? How can companies create agile processes to manage risks and maximize revenues?
WNS TRAVOGUE’s digital pillars – TravXP, TravOps, TravRev, TravControl, TravGreen and TravConsult – enable leading global hospitality companies to navigate the rapidly evolving industry landscape by re-inventing operating and engagement models, lowering costs and increasing market share.
USD 500 Mn
increase in campaign revenuesfor a global hotel chain through personalization of the marketing program
12%
reduction in member attrition for a leading global hotel chain
4%
increase in member registration for the loyalty management program of a global hotel chain
22%
increase in revenue per website visit for a leading hotel chain
26%
improved productivity through process redesignfor a global food services and hospitality company
USD 5 Mn
incremental revenue and 11% increase in direct channel bookings for a global hotel chain
USD 773,000
saving of OTA commission for a global hotel chain through enhanced direct channel bookings
94,000
direct channel bookings generated for a leading hospitality company during a campaign
of OTA commissions saved by leveraging direct-channel bookings for a global hotel chain
USD 486 Mn
incremental annual revenue delivered by deploying predictive analytics for a leading hospitality chain
5.5 Mn Euros
savings delivered in annual operating costs for the world’s largest bed bank through RPA initiatives; DSO improved from 24 to 16 days
43%
productivity gains for a global leader in food and hospitality services
3%
Improvement In CSAT For A Leading North American Airline
200%
Scaling Of Volumes With 24 / 7 Flight Disruption Management For A European Airline During A Natural Calamity
Call Volume Deflected, Reducing The Total Cost Of Ownership For A North American Airline
50%
Reduction In Customer Complaints For A North American Airline
USD 2 Bn
incremental revenue through customer experience strategy and re-engineering for a global hotel chain
WNS EXPIRIUS
SOCIOSEER
InTouch
SPIQ
Social media analytics platform leveraging AI / ML to create a true 'brand equity’ index
Improved Brand Equity
2x Customer-centricity
50% Reduction in Cost of Social Media Analytics Ownership
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A social media engagement platform
25% Reduction in Social Media Servicing Cost
Improved CX through Real-time Customer Support
Multi-lingual Support
Speech analytics platform based on speech recognition and natural language processing
10% Saving in Quality Assurance Cost
10% Reduction in Average Handling Time
12% Reduction in Repeat Calls
Digital CX solution powered by industry knowledge, human assistance, AI and analytics
40-50% Reduced TCO
20-25% Improvement in Customer Advocacy
20-25% Increase in Customer Yield
3-5x Payback on Digital Solutions
Center of Excellence (CoE) – Refunds
Refunds Application Control (RAC)
RePAX
Qbay
Back-office productivity and workflow management solution
15-20% Higher Process Efficiency
20% Reduction in Service Cost
Higher Agent Productivity
Improved Resource Allocation and Budget Planning
Better Decision-making
Accurate Trend Identification
Automated, on-demand solution to manage flight disruptions
25% Faster Re-booking
Enhanced Passenger Satisfaction
Reduced Cost and Higher Savings
Improved Productivity
Comprehensive technology solutions for managing complex airline business processes
~20% Improvement in Process Efficiency
24*7 Real-time Coverage
Elimination of Manual Tracking
Improved Service Quality
Customer claims solution for efficient and transparent settlements
Elimination of Revenue Leakage
Process Cost Optimization
Improved Turnaround Time
Increased Process Efficiencies
Partnered Solution
Ancillary Revenue Optimization
Direct Channel Optimizer
Commercial Analytics Transformation
Drive analytics-led insights to enhance contract negotiations
20-25% Lower Admin Costs
8-12% Lower Training Costs
1-2% Revenue Upside
Direct business driver to enhance revenues and reduce distribution costs
Significant Saving in OTA Commission
11% Lift in Direct Channel Bookings
Revenue Surge
AI / ML led solution to optimize ancillary revenues
5-10% Increase in Revenues from Ancillaries
Improved Ancillary Strategy through Personalization
Continuous Optimization
Unified analytics platform for smarter planning and decision-making
Rapid Response to Market Conditions
Quick and Accurate Decision-making
Risk and Audit Analytics
Duplicate Invoice Detector
Journal Entry Analytics
Working Capital Analytics
Cash Flow Forecasting
InsighTRAC
CFO Cockpit
E-Close
Analytics to increase free cash flow
Increased Free Cash Flow
Improved Days Payable Outstanding (DPO)
Enhanced Vendor Satisfaction Scores
Creates tangible benefits to controllership and operational efficiency
Risk Minimization
Flattening of Peak Load
A universal duplicate detection tool
100% Reduction in Duplicate Payments
Web-based tool to manage month-end close and financial task management activities
Minimized Manual Effort
Integrated CFO dashboard for comprehensive data visibility and actionable insights
Improved Visibility of F&A and Key Business Metrics
Cloud-based procurement / spend analytics platform
Accurate Identification of Spend Optimization Opportunities
Proactive, Strategic Procurement
Tool for accurate forecasts / projections
Improved Forecast Accuracy
Comprehensible Summary of Different Data Models
Audit analytics tool to triangulate risky, fraudulent or vulnerable transactions; effective for internal audit and risk management efforts
60% Improvement in Audit Effectiveness
Risk Minimization Flattening of Peak Load
ADAPT
Outperforming CFO Framework
Data Monetization Framework
Digital Transformation
Data Maturity Framework
Loyalty Program Diagnostic
Transform the finance function with future-ready agility
End-to-End Assessment and Transformation of Finance to Achieve Monetization
Maximize the value of data both internally as well as externally
Increase in Ancillary Revenue
Business process re-engineering framework to help re-design the processes
Ensure Process Standardization and Significant Cost Reduction
Unlock the unrealized value in loyalty programs
Improve Program Revenue and Profitability
Assessment of the data and analytics level of sophistication
Increase Data Quality, Availability and Usage
End-to-End assessment, solution design and execution
Co-create New Options for Strategy, Solutions and Improvement Initiatives
A digital CX solution powered by industry knowledge, human assistance, AI and analytics
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Case Studies
“WNS’ capacity to ramp speedily and provide the necessary support to ensure we can get back to a level of service our customers are happy with, are outstanding. We are really grateful that WNS has been our partner during and after COVID.”
“From all of our partners, WNS stands out. They anticipated how the market was going to respond post COVID, built extra protection, hired people before we had asked for them, at their cost, so that when we needed the resources they were able to turn on very quickly.”
“Qbay provides us with the capability and, importantly, the flexibility we need, and this really sets the tool apart. From day one we are seeing an improvement in customer experience, an improvement in agent productivity, and we have enhanced reporting. We are excited to continue to grow and build on our current partnership with WNS through initiatives like Qbay.”
“WNS made sure that we stay on top of the daily activity as well as the month-end close during challenging times. I want to thank WNS for all their hard work that has helped us pull through the pandemic.”
“WNS has been a great partner for Delaware North. Their ability to respond and quickly pivot provided us with uninterrupted service during COVID-19.”