Client Background

Client: Asia-Pacific’s leading passenger and cargo airline

Industry: Travel

Key Products & Services: Flight reservations, delay & IROPs situation-handling, customer support, escalation, post-flight services, technical support

Area of Operations: Asia-Pacific, Middle East, Africa, Europe, North America

The Challenge

To continue providing unparalleled service to customers across five continents, one of the largest APAC Airlines sought to consolidate its market and introduce advanced technologies to improve:

• Case management
• Knowledge management
• Credit card IVR-processing
• Chat capabilities and speech analytics

The airline also wanted to transform its business model and approach to partnerships to be more sustainable.

The Solution

Drawing from deep experience in IT, customer service, and process optimization, Wipro provided sweeping modernizations:

• Standardization and optimization of processes
  Including digital and multi-channel platforms, inventory migration
• Call-center tools and technologies
  Smart scripts and flows for continuous analysis and refinement
  Improved tracking, follow-ups, and closures
• Updated business continuity planning
  Swift action plans accounting for more situations, like volcanic ash emergencies 
• Communication management framework
  Spans new locations and supports more languages for expanding business 

Business Impact:

The client has achieved 98% of its performance targets in last 2 years. 

• Quality score
  Increased from 85% to 96% for the targeted areas, according to user feedback
• Customer satisfaction 
  Compliments outweighed complaints 3:1
• Call centers
  Reduced abandoned calls by 50% and increased first-call resolution quality
• Training
  Reduced training timelines by 40%
• Torque sharing function (TSF)
  Improved TSF by 20% 
• Reduced average handling time (AHT)