Elevating Customer Service and Operations for a large APAC Airline

A partner for more than twelve years, Wipro helped Asia-Pacific’s leading passenger and cargo airline modernize operations to enhance organizational efficiency and customer experience worldwide.

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)

Service Offerings

Service Offerings

Client Themes

Client Themes

Elevating Customer Service and Operations for a large APAC Airline

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