Client Background

Client: Leading airlines in Asia

Industry: Travel

Products or Services: Airline operations

Geography or Areas of operations: Global

Challenge: 

The client, a leading airline based in Asia, prides itself on   unparalleled service to its customers across five continents. The company is heavily focused on leveraging technological or process innovation for business growth and resilience. Towards this end, the client was looking to achieve market consolidation and introduce advance tools and technologies around case management, knowledge management, credit card IVR solution, chat solution, and speech analytics. The client also wants to transform their business model and partnership approach for longer sustainability. The specific challenges included:

• High cost of operations and fragmented process
• Low customer satisfaction and low telephone service factor due to long hold times
• Sales and revenue leakage

Solution: 

By leveraging Wipro’s expertise around processes, technologies, workforce, automation, analysis, research and development, we were able to provide the following to the client:

• Standardization and optimization of processes for productivity gains including digital and multi-channel technology platforms
• Call center enabling tools and technologies for better tracking, follow-ups and closure
• Improved workforce efficiency for better load assignment
• Continuous analyses and improvement via smart flows and smart scripts
• Swift action plans for BCP situations that are well appreciated by the client
• Span across new location and new languages for expanding business 
• Volcanic ash disaster handling, inventory migration, communication management framework implementation

Business Impact: 

Leveraging automation and working towards transformation goals, the client was able to gain improvements in delivery resulting from better sales. Customer satisfaction improved while costs were curtailed. Wipro was able to deliver significant business benefits to the client such as: 

• $2.5 million business value delivered
• 62% reduction in complaints
• 50% reduction in abandoned calls
• Accomplished best-in-class ratio of 3:1 in compliments to complaints
• 10% volume deflection – from voice to chat
• Reduction in DSAT, 10% improvement in telephone service factor (TSF)