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.
Learn how WNS TRAVOGUE's travel and hospitality industry solutions empower businesses to enhance customer experiences and boost profitability in the ever-evolving market.
FAQs
1. How can improving customer experience directly increase revenue for online travel agencies?
Customer experience has become a key revenue driver for OTAs, influencing booking conversions, repeat purchases and customer lifetime value. Personalized interactions, seamless booking journeys and proactive service support help increase customer retention and spending. WNS helps travel organizations transform customer experience into a measurable growth engine through analytics, AI and intelligent operations.
2. Why is customer experience becoming a strategic differentiator in the online travel industry?
Travelers today have multiple booking options and expect frictionless digital experiences across channels. Organizations that deliver personalized, consistent and responsive experiences are better positioned to improve loyalty and market share. WNS enables OTAs to build customer-centric operating models that strengthen competitive differentiation while driving revenue growth.
3. How can AI and analytics help OTAs optimize customer journeys and conversion rates?
AI and analytics provide real-time insights into traveler preferences, booking behaviors and engagement patterns. These insights help OTAs personalize recommendations, improve marketing effectiveness and reduce friction throughout the booking process. WNS leverages advanced analytics and customer intelligence solutions to help travel companies improve conversion rates and maximize customer value.
4. What operational challenges prevent OTAs from delivering exceptional customer experiences at scale?
Many OTAs struggle with fragmented customer data, inconsistent service delivery, siloed operations and limited visibility into customer behavior. These challenges can impact satisfaction, loyalty and revenue performance. WNS helps travel organizations address these barriers through integrated customer experience strategies, process optimization and intelligent automation.
5. Why should online travel agencies partner with WNS for customer experience transformation?
WNS combines deep travel industry expertise with advanced analytics, AI, automation and customer experience transformation capabilities. From customer journey optimization and personalization to service operations and revenue enhancement, WNS helps OTAs create scalable, customer-centric ecosystems that improve satisfaction, increase revenues and deliver sustainable competitive advantage.