It is imperative for Online Travel Agencies (OTA) to optimize ancillary revenue streams (flight, hotels, car rentals, insurance, and food and beverage) to increase the wallet share of the customer in an increasingly competitive scenario. To achieve this, it’s crucial to leverage digital tools and data across disparate systems to analyze and make decisions, so companies can transform their services and offer greater personalization.
It wanted to aggressively expand its footprint in newer markets by leveraging digital technology. It was keen to improve its contact center maturity through interaction analytics, deploying smart operations and establishing a sales Center of Excellence (CoE) to enhance sales.
The OTA decided to partner with WNS, given its deep industry expertise and proven capabilities in data and analytics, digital and operations.
WNS leveraged TravRev, the revenue enhancement pillar of WNS TRAVOGUE (WNS’ suite of services and solutions for the travel and hospitality industry). We integrated and consolidated customer experience processes from three captive centers in Europe to WNS’ delivery locations to execute a unified strategy involving assisted and automated experience and cross-channel analytics. Key aspects of the overall solution included:
in incremental sales through cross-selling and upselling opportunities
reduction in total cost of ownership
increase in sales conversion and 75 percent rise in ancillary sales
reduction in fulfillment transactions
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.
To know more about WNS TRAVOGUE, read here.
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Online Travel Agencies (OTA)
09 March 2023