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Perspectives | Case Study

Transforming Operations for a Leading Australia-based Tour Operator

Read | Mar 09, 2023

AUTHOR(s)

A WNS Perspective

Key Points

  • To reduce operational costs and improve speed and quality, a leading tour operator decided to capitalize on WNS’ expertise in process, digital and analytics.
  • WNS revamped several key customer service and customer relations processes.
  • Our solution enabled the client to standardize vital processes while allowing a 50 percent reduction in average handling time.

Why Is Operational Agility Important for Meeting Evolving Traveler Expectations?

In today’s digital era, the tech-savvy traveler’s needs and expectations are evolving constantly. For an Australia-based tour operator, meeting these expectations requires continuously improving operational agility and customer experiences. While Online Travel Agencies (OTA) offer a convenient solution for travel planning, they face growing competition in the industry. To stay ahead of the game, OTA must embrace digital transformation for tour operators to improve their operational efficiency, optimize margins and offer a superior product mix to meet the changing demand of travelers.

What Operational Challenges Was the Tour Operator Facing?

Navigating high operational costs and improving the speed and quality of operations in the areas of query and complaint handling, schedule changes, and cancellations and refunds.

How Can Digital and Analytics Expertise Transform Tour Operator Operations?

Leveraged TravOps, the operational excellence pillar of WNS TRAVOGUE (WNS’ suite of services and solutions for the travel and hospitality industry), and our strategic delivery centers in India and the Philippines to drive tour operator operational transformation by revamping a number of important customer service and customer relations processes, including:

  • Pre-departure queries of travelers and admin-related queries from travel agents
  • Fulfillment
  • Schedule changes (minor and major)
  • Discount management
  • Complaints management
  • Amendments to bookings and travel packages
  • Refund management

We deployed key tools such as Sabre, Tarmac, CustomerOne, Salesforce and Helio to enable travel operations automation and improve the overall operational efficiency for the client.

The solution enabled the OTA to streamline and standardize processes, driving…

 percent

reduction in average handling time

 percent

improvement in turnaround time

 percent

improvement in e-mail quality


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.

Explore how WNS TRAVOGUE's travel industry digital transformation solutions are helping companies adapt to new challenges and unlock new growth opportunities.

FAQs

1. How can tour operators improve operational efficiency while supporting business growth?

As tour operators expand across destinations, products and customer segments, operational complexity can increase significantly. Improving efficiency requires standardized processes, intelligent automation and data-driven decision-making. WNS helps travel organizations streamline operations, improve productivity and create scalable operating models that support sustainable growth without increasing operational overhead.

2. Why is operational transformation critical for modern tour operators?

Tour operators must manage fluctuating demand, supplier relationships, customer expectations and service delivery across multiple channels. Legacy processes can limit agility and responsiveness. WNS helps organizations modernize operations through intelligent workflows, process optimization and digital transformation strategies that improve performance, resilience and competitiveness.

3. How can data, analytics and AI enhance tour operator performance?

Advanced analytics and AI provide visibility into customer behavior, booking trends, operational bottlenecks and supplier performance. These insights help tour operators make faster decisions, optimize resource allocation and improve customer outcomes. WNS combines travel industry expertise with analytics-driven solutions to help organizations improve efficiency, profitability and customer satisfaction.

4. What are the biggest operational challenges facing tour operators today?

Common challenges include fragmented systems, manual processes, inconsistent service delivery, rising operating costs and evolving traveler expectations. These issues can impact profitability and customer loyalty. WNS helps travel organizations address these challenges through intelligent operations, automation and scalable transformation programs that drive measurable business outcomes.

5. Why should tour operators partner with WNS for operations transformation?

WNS combines deep travel and leisure industry expertise with advanced analytics, AI, automation and intelligent operations capabilities. From booking operations and supplier management to customer service and business process optimization, WNS helps tour operators create agile, efficient and future-ready organizations. This enables travel businesses to improve operational performance, enhance customer experiences and accelerate long-term growth.

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Related To: Online Travel Agencies (OTA)