As we know…

With a vision to create memorable experiences for customers, the hospitality industry is constantly evolving. Hotels are looking to provide a seamless and personalized experience throughout the customer journey (booking, check-in, stay and post check-out), retain and grow the existing guest base and enhance their brand loyalty. It is, therefore, crucial to drive a seamless omni-channel customer experience.

The challenge for the hotel chain was…

Its falling occupancy rates were severely impacting the revenues. The client was looking to enhance its customer acquisition and retention strategy by delivering exceptional experiences through offline and online channels.

WNS’ transformative solution for the client involved…

Leveraging TravXP, the customer experience pillar of WNS TRAVOGUE (WNS’ suite of services and solutions for the travel and hospitality industry). We created a robust offline channel through a proprietary sales Center of Excellence (CoE) framework and conducted a multi co-linearity study to assess the parameters impacting customer satisfaction and revenue. Comprehensive steps were taken to address the gaps identified in the hotel’s efforts towards customer service, acquisition and retention, and guest experience, including:

  • Offering efficient customer support to guests across multiple geographies
  • Using social media campaigns to enhance customer satisfaction and improve stickiness
  • Reaching out to the client's bottom quartile customers to drive market penetration and improve sales conversion
  • Deploying automation and real-time performance management measures to ensure effectiveness of the customer service and acquisition process

The solution enabled the global hotel chain to achieve:

  • Improved CSAT score by 700 basis points
  • USD 6 Mn+ in additional monthly revenue (on annualized basis) — revenue jumped approximately 150 percent in the very next quarter after WNS' solution was implemented
  • 18 percent improvement in the sales conversion rate


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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