In a re-imagined world of travel, what does success for Online Travel Agencies (OTA) look like?
One, improved traffic to their Websites through an effective digital footprint. Two, innovative and personalized deals that improve customer experience and loyalty. Three, digitally transformed processes that create a one-stop shop for all transactions, increase revenues and reduce operating costs.
WNS TRAVOGUE’s expansive toolset of accelerators and solutions combine industry expertise, and analytics and digital excellence to reduce cost-to-serve, generate revenue, and boost customer retention and satisfaction.
Strategic Partner to Two of the ‘Top Five’ OTA | Center of Excellence (CoE) Approach
87%
improvement in turnaround timefor the social media service desk of a large OTA
48%
improvement in Net Promoter Score (NPS) for a leading European OTA
reduction in fulfillment transactions for a North American airline
20%
reduction in abandoned calls and 23% of client requests deflected to e-mail channel for a leading US-based OTA
50%
productivity improvement through automation for a European tour operator
USD 31.8 Mn
annual savings in guest relocation costs for a global OTA
5x
ROI delivered by RePAX for a North American travel consolidator
30%
higher sales conversion through business and operational insights for a Nordic OTA
40%
improvement in sales conversion for a North American OTA
15%
additional revenue through a Sales Center of Excellence for a leading US-based OTA
96%
agent retention and 10% reduction in call abandonment for a leading US-based OTA
USD 11 Mn
client benefit achieved through increased sales revenue for a North American OTA
GBP 5.1 Mn
in savings by eliminating duplicate payments for a leading European tour operator
10%
improvement in credit card-based fraud detection, and significant improvement in fraud detection and prevention systems for a US-based OTA
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
26%
Call Volume Deflected, Reducing The Total Cost Of Ownership For A North American airline
Reduction In Customer Complaints For A North American airline
improved customer satisfaction and maximized revenue for a leading OTA
~20%
cost reduction by revamping relocation process for a global OTA
WNS EXPIRIUS
SOCIOSEER
InTouch
SPIQ
Improved Brand Equity
2x Customer-centricity
50% Reduction in Cost of Social Media Analytics Ownership
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25% Reduction in Social Media Servicing Cost
Improved CX through Real-time Customer Support
Multi-lingual Support
10% Saving in Quality Assurance Cost
10% Reduction in Average Handling Time
12% Reduction in Repeat Calls
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
Rapid Refunds
Refunds Application Control (RAC)
GDS Interconnect
Qbay
RePAX
100% Transaction Accuracy
~ 75% Reduction in Processing Times
Efficient Implementation Timelines
Up to 20% Improved Process Efficiency
24*7 Real-time Coverage
Elimination of Manual Tracking
Improved Service Quality
70% Higher Efficiency
Faster Turnaround Time
Improved Customer Satisfaction
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
25% Faster Re-booking
Enhanced Passenger Satisfaction
Reduced Cost and Higher Savings
Improved Productivity
Elimination of Revenue Leakage
Process Cost Optimization
Improved Turnaround Time
Increased Process Efficiencies
Partnered Solution
Ancillary Revenue Optimization
WNS’ ElevateEX
Commercial Analytics Transformation
20-25% Lower Admin Costs
8-12% Lower Training Costs
1-2% Revenue Upside
Improved Sales Conversion
10% Reduction in Abandoned Calls
200% Reduction in Agent Errors
5-10% Increase in Revenues from Ancillaries
Improved Ancillary Strategy through Personalization
Continuous Optimization
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
Increased Free Cash Flow
Improved Days Payable Outstanding (DPO)
Enhanced Vendor Satisfaction Scores
Risk Minimization Flattening of Peak Load
100% Reduction in Duplicate Payments
Minimized Manual Effort
Improved Visibility of F&A and Key Business Metrics
Accurate Identification of Spend Optimization Opportunities
Proactive, Strategic Procurement
Improved Forecast Accuracy
Comprehensible Summary of Different Data Models
60% Improvement in Audit Effectiveness
ADAPT
Outperforming CFO Framework
Data Monetization Framework
Digital Transformation
Data Maturity Framework
Loyalty Program Diagnostic
End-to-End Assessment and Transformation of Finance to Achieve Monetization
Increase in Ancillary Revenue
Ensure Process Standardization and Significant Cost Reduction
Improve Program Revenue and Profitability
Increase Data Quality, Availability and Usage
Co-create New Options for Strategy, Solutions and Improvement Initiatives
20-25% Increase in Customer Yield
3-5x Payback on Digital Solutions
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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.”