As we know…

Online Travel Agencies (OTA) have a distinct advantage in being able to provide a diverse range of options through their bundled services, as well as price comparisons that enable travelers to make informed decisions. The potential for enhancing the travel experience is vast for OTA. By adopting an omni-channel approach to optimize customer journeys, they can successfully cultivate ongoing customer loyalty, ultimately leading to increased revenues.

The challenge for the client was…

Its decentralized operations caused significant process inefficiencies, leading to high customer dissatisfaction, complaints and a drop in sales. To improve customer experience, the client turned to WNS to drive comprehensive process improvements. WNS’ deep knowledge of the travel industry and process excellence made it a partner of choice.

As a co-creation partner…

WNS leveraged TravXP, the customer experience pillar of WNS Travogue (WNS’ suite of services and solutions for the travel and hospitality industry), to develop a global business services model. We deployed 4,500 people across India and the Philippines, with multiple Centers of Excellence (CoE) catering to traveler care, mid and back-office fulfillment operations, finance and accounting, sales and HR support — encompassing eight major and 20 sub-processes. We nurtured Super Agents (adept at managing multiple Global Distribution Systems (GDS)) to improve first-call resolution and introduced chat capability to achieve efficient call deflection. WNS also implemented analytics, automation, robotics and blended processes of voice (inbound and outbound), e-mail, SMS, social media, chat, GDS queues and back office. Additionally, agents were cross-skilled to accelerate and improve the quality of cases handled.

The solution enabled the OTA to achieve…

  • 47 percent improvement in net promoter score
  • 85 percent first-call resolution
  • 50 percent reduction in errors / debit memos
  • 8 percent reduction in repeat calls in one year
  • 67 percent improvement in the number of cases handled per hour

This, in turn, enabled the client to drive an increase of USD 11 Million in sales revenue.

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.

To know more about WNS Travogue, read here.

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