With a tough economy putting pressures on margins and technology-empowered customers demanding best-in-class service, Airline companies are struggling to maintain profitability. Business Process Services are a strategic step for Airlines to improve service levels, reduce costs and boost process efficiencies without making capex investments in requisite technology and skills.

How Wipro Helps

Wipro's Industry-focused Business Process Service is a differentiator and a cost-effective management lever for the Airline industry.

We help you by:

  • Offering a utility-based value-driven service model to control costs
  • Delivering insights extracted from customer-contact data and analytics (speech and text)
  • Leveraging a proprietary platform called Base)))™ with 320 unique processes and 25 productized solutions

Our Business Process Service is business outcome focused, creates a dependable repository of institutionalized knowledge, guarantees transparency, controls, compliance and customer management simplification

Our Business Process Service covers a wide gamut of solutions that cover reservations and general enquiries, customer relations, engineering support, sales support, tech helpdesk, field service, baggage services and customs clearance. Our service also covers revenue accounting and management, cargo management, loyalty management, finance and accounting and human resource outsourcing. Procurement, supply chain services, IT infrastructure, application development and maintenance and business analytics are a part of it as well.

With more than a decade of experience in the BPS space, we have a strong foundation in the following feature-rich and scalable 24X7 customer service solutions across multiple channels, geographies and languages:

  • Sales support - Inbound sales (including cross-sell and upsell)
  • Administrative support - Billing, value-add services, service order processing, workforce dispatch, claims
  • Help desk support - Employee helpdesks, customer retention programs
  • Process optimization - Self-help, call reduction and deflection strategies
  • New age customer service support - Automated chat, speech and text analytics, AI-based voice support, social media marketing

Our Business Process Service comes with unique differentiators such as:

  • Leverage IT-BPS synergy to drive system enhancements and improve operations
  • A truly global delivery model - Wipro can provide onshore, near-shore, offshore as well as hybrid delivery models based on customer needs
  • Flexibility in engagement and commercial models gives you the benefit of assessing your outsourcing maturity and working with a model that best fits the organization
  • Structured quality organization using Six Sigma, Kaizen and Lean approaches to deliver world class performance