How our team fostered agility, maturity, and trust throughout a 17-year partnership with a leading U.S. airline
Client Background
Client: Leading U.S.-based airline
Industry: Transportation & Travel
Key Products & Services: Reservations, Baggage, Cargo, E-commerce, and Email Support
Area of Operations: United States & Canada, Caribbean, Central America, Southern & West Africa, Europe & North Africa
Challenges
This airline provides unparalleled service to its customers spanning six continents. They continually strive to enhance user experience, introduce productivity improvement, and implement process innovation.
The client wanted to eliminate delayed turnaround time (TAT) within queues management, implement productivity improvement measures, reduce penalty numbers, and introduce process automation and cost optimization improvements.
Solutions
By leveraging its expertise around workforce, training, quality, automation, and process, the client achieved the following benefits:
Business Impact
The client achieved over $2.3 million in business value and cost reduction across various areas. Wipro also helped the client achieve a 62% write back reduction in email responses and attain a 20% reduction in errors across processes. Through report automation using macros, the client was able to reduce processing time by 87%. Finally, high customer satisfaction and experience were consistently delivered over the years of partnership.
Today customers realize that "process value creation" does not necessarily result in "business value creation".
In this paper we explore the purchase trends and concerns issuing banks are facing in managing their disputes and chargeback processes.
Technology enablement plays a crucial role in tracking customer needs that are expressed through different channels; a platform based approach will help telcos improve customer satisfaction and thereby improve revenues. It’s time for telcos to relook at Service Assurance strategy.
© 2022 Wipro Limited |
|
© 2022 Wipro Limited |
Pharmaceutical & Life Sciences