First-of-its-kind customer service implementation for a Travel GDS company

Extensive migration with zero disruption achieved with majority resource rebadging for a global GDS and tech company in the travel and tourism space

Client Background:

Client: Leading global GDS and travel technology company

Industry: Travel

Key Products & Services: Level 1 helpdesk (standard & premier support) - functional support of travel, assistance on applications/platforms, frontline technical support. Level 2 global service operations, crisis management, escalation support, data migration team, knowledge content management services, post-editing services, learning developers’ services.

Areas of Operation: Asia Pacific, Europe

Challenges:

The client had a clear objective of managing customer operations efficiently while continuing to focus on the core objective of expansion, return on investment to investors, and adding value to the travel ecosystem. The ultimate goal was:

Cost reduction through offshoring
Enhancing levels of customer experience & quality
Greater visibility through real-time reporting
Consolidation of multiple satellite sites.

Solution:

Leveraging the available expertise around processes, technologies, workforce, automation, analysis, research and development, Wipro provided solutions to meet the objective of the customer.

Consolidation of 15 languages in 3 delivery locations for the customer
Standardized reporting mechanism which was a pain point for the customer
Cross-skilling of resources across GDS services

Business Impact:

Target result achieved of consolidation to high-quality delivery centers, which in turn resulted in a reduction of support costs and significant head count savings of USD 600k+ annually for the customer
The solution’s implementation meant an efficient support service landscape and a transparent governance structure for the customer
Channel optimization initiatives were implemented, leading to reduced inefficiencies by optimizing operating windows
20% FTEs were cross-skilled resulting in USD 200k annual savings and enhanced customer satisfaction

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Client Themes

Client Themes

First-of-its-kind customer service implementation for a Travel GDS company

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