As we know…
Travel management companies constantly strive to improve customer experience and increase loyalty by personalizing the booking process, proactively engaging with customers and effectively handling issues through interactive omni-channel platforms. These companies are looking to leverage cutting-edge analytics to capitalize on emerging opportunities and deliver more value to their customers.
The challenge for the client was…
Transforming customer experience for its global corporate travelers through a host of VIP services, including:
- After-hours voice support for general and booking queries, changes, cancellations and more
- Business e-mail and chat support
- Online booking tool navigation support during business hours
- 24x7 queue management (Passenger Name Record (PNR) fulfillment)
- 24x7 special services and crisis management
- 24x7 VIP monitoring and re-confirmation
- Global Distribution System (GDS) helpdesk (pseudo city code setup, fare loading, testing)
As a transformation partner…
WNS leveraged TravXp, the customer experience pillar of WNS TRAVOGUE (WNS’ suite of services and solutions for the trav and hospitality industry), to set up 24x7 omni-channel service and support through inbound and outbound voice, e-mail, chat, GDS queues and service desk tickets. An analytics-driven staffing model with forecasting capabilities enabled the cross-utilization of agents (multiple GDSs) to achieve higher efficiency.
Automation was implemented in the VIP monitoring and re-confirmation alert process (to reduce manual intervention) and in the schedule change queue (to filter out minor changes). Additionally, the team set the foundation for using artificial intelligence to filter out the non-workable e-mails and prioritize the workable e-mails.
Operating procedures were standardized and streamlined to minimize wasteful efforts. We deployed a quality assurance framework with pre-quality control checks. We also created focused training content to facilitate end-to-end after-hours services and GDS helpdesk.
The solution enabled the travel agency to achieve…
productivity improvement through better forecast and scheduling, cross-utilization, automation and process standardization
higher quality compared to industry benchmarks — due to quality assurance and process standardization
improvement in error rate compared to industry benchmarks — enabled through customized hiring profiles, right governance mechanisms, scenario-based training and quality assurance frameworks
percent
increase in service levels compared to industry benchmarks
About WNS TRAVOGUE:
WNS is a leading Business Process Management partner to more than 400+ global businesses, including 100+ Travel & Hospitality companies. Our clients in the travel and hospitality industry trust WNS TRAVOGUE for designing and executing their data and digital led business transformation journeys.
Built on more than two decades of experience working with clients from Airlines, Hospitality, OTA and TMC segments, the WNS TRAVOGUE suite of offerings brings together the best of industry expertise, data-to-insights prowess and digital innovation.
Across the value chain, we enable our clients to deliver delightful customer experiences with TravXP, drive operational excellence with TravOps, accelerate revenue growth with TravRev, devise accounting and risk management strategies for financial control with TravControl, achieve inclusive and sustainable growth with TravGreen and outperform the competition with growth-led strategies powered by TravConsult.
Discover how WNS TRAVOGUE can transform your travel operations and drive business results.
FAQs
1. How can corporate travel agencies improve customer experience while managing rising service expectations?
Business travelers increasingly expect faster resolutions, personalized support and seamless omnichannel experiences. Achieving this requires a combination of operational excellence, intelligent workflow management and data-driven customer insights. WNS helps travel organizations improve service responsiveness, enhance traveler satisfaction and create differentiated customer experiences through intelligent operations and analytics-led transformation.
2. What impact do service-level improvements have on corporate travel business performance?
Strong service levels directly influence traveler satisfaction, client retention and operational efficiency. Faster response times, improved issue resolution and consistent service delivery help travel agencies strengthen customer relationships while reducing operational costs. WNS enables travel organizations to optimize service operations and deliver measurable improvements in customer and business outcomes.
3. How can travel companies reduce operational errors without increasing costs?
Operational errors can negatively affect traveler experiences, increase service recovery costs and impact client trust. Intelligent process design, automation and real-time performance monitoring help reduce errors while improving productivity. WNS helps travel organizations streamline workflows, improve quality assurance and create scalable service models that enhance operational accuracy.
4. How do analytics and AI improve customer service delivery in corporate travel?
AI and analytics provide deeper visibility into traveler behavior, service performance and operational bottlenecks. These insights enable proactive issue resolution, better workforce management and more personalized traveler support. WNS combines advanced analytics, automation and travel industry expertise to help organizations improve service quality while driving operational efficiency.
5. Why should corporate travel organizations partner with WNS for customer experience transformation?
WNS combines deep travel industry expertise with advanced analytics, AI, automation and intelligent operations capabilities. From traveler support and service desk optimization to quality management and operational transformation, WNS helps travel organizations improve service levels, reduce errors and create future-ready customer experience ecosystems that drive loyalty, efficiency and growth.