A strong digital footprint is critical to Online Travel Agencies (OTA) acquiring new customers through enhanced website traffic. This requires OTA to drive extensive outreach to create brand recall and customer loyalty and deliver seamless customer experiences using interactive omni-channel platforms.
Its decentralized operations resulted in high costs, customer dissatisfaction and complaints. Loss of revenue due to low sales further compounded the problem.
WNS leveraged TravConsult, the consulting pillar of WNS TRAVOGUE (WNS’ suite of services and solutions for the travel and hospitality industry), to develop a Global Business Services (GBS) model. We deployed 4500+ resources across India and the Philippines to consolidate a range of key services, including:
We integrated voice (inbound and outbound), e-mail, SMS, social media, chat, Global Distribution System (GDS) queues and back-office support. WNS set up multiple Centers of Excellence (CoE), nurturing Super Agents on multiple GDSs. We also introduced chat capability, revamped the relocation process, standardized ADM processes, and introduced desktop automation and call mapping. Digital adoption under TravConsult included:
The solution added tremendous value to the OTA, which rose to become the #1 site. Other outcomes achieved include:
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