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During 2006-2007, the global travel industry was experiencing significant growth. With the industry growing at over five percent per annum, managing growth while reducing operational costs was an imperative for the travel industry.
Acquired by Travelocity in 2007, lastminute.com, the leading Internet-based travel and leisure retailer, was undergoing a metamorphosis. lastminute.com was transforming itself from a provider of holiday information to an ‘enabler,’ helping customers to visualize and realize their dream holidays.
lastminute.com's challenge was to manage its sales operations more efficiently in a growth environment in order to increase revenues. Although it was partnering with two onshore contact center partners to deliver its customer care services, lastminute.com wanted to improve the productivity of these processes. The goal was to achieve a higher rate of conversion while reducing the cost of customer care. lastminute.com decided to transfer the contact center processes from these two onshore providers to WNS.
The engagement with lastminute.com began with a pilot project focused on managing the contact center for Europe-centric airlines business. Given the success of the pilot project, the WNS team was given the contract to manage 28 lines of business across lastminute.com's four business verticals i.e., airlines, hotels, dynamic packages and lifestyle experiences.
The lastminute.com team at WNS has helped lastminute.com significantly reduce its operational costs by delivering process efficiencies while handling larger volumes of customer inquiries and increasing sales by enhancing conversion rates.
According to Rob Hartley, senior sales and customer service manager, lastminute.com said, “You are delivering sensational customer care.”