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In 2006, the global travel industry was experiencing significant growth. With the industry growing at over 5 percent per annum, managing growth while reducing operational costs was an imperative for the travel industry.
At the same time, Travelocity, one of the ten largest providers of internet-enabled consumer-direct travel services worldwide, was undergoing a metamorphosis. Once considered merely a tool to book a flight, Travelocity was transforming itself into an all-encompassing resource for great travel experiences backed by 24/7 customer care.
The company's challenge was managing its sales operations more efficiently in a growth environment in order to increase revenues. With Travelocity's customer promise of delivering a great travel experience, it was necessary to enhance the efficiency of inbound offline sales processes. In a nutshell, improving the productivity of its US contact center to manage the increasing volumes of customer inquiries was critical to achieve growth.
Travelocity chose to partner with WNS not only to reduce operational costs, but also to improve its process efficiencies and enhance the effectiveness of its contact center.
Since piloting a project to manage airline ticket sales in 2006, the Travelocity team at WNS has greatly expanded the scope of its solution to include offline sales of travel insurance, car and hotel bookings for multiple business lines powered by Travelocity.
The Travelocity team at WNS extended Travelocity's enterprise by significantly reducing its operational costs, delivering process efficiencies in order to handle larger volumes of customer inquiries, and increasing sales by enhancing conversion rates. Importantly, Travelocity was also able to leverage insights gleaned from the data collated by their WNS team to fine-tune the offerings of its affiliates, thereby increasing revenue.