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ALM Media, LLC

Josh Gazes, Senior Vice President – Operations

British Gas

Jess Johnson, Head of Operational Excellence

Mosaic Insurance

Mitch Blaser, Co-CEO

Mosaic Insurance

Krishnan Ethirajan, COO

Oxford Nanopore Technologies

Jason Hendrey, Senior Director, Global Customer Services

WS Audiology (WSA)

Christof Steube, Director of Finance Excellence

Kiwi.com

Leonard McCullie, Director, Vendor Management

Kiwi.com

Petra Reiter, Vice President, Customer Services

Flight Centre

Aaron Fadelli, Business Leader

Healius Pathology

Alex Cook, Head of Finance Operations

Varo Bank

Breanna Rivers, Partner Performance Manager

Yorkshire Building Society Group (YBS)

Jessica Lockwood, Process Automation Manager

WS Audiology (WSA)

Sharang Patil, Director of Group Finance Excellence

Priya Madan Mohan, VP for Group Accounting & Controlling

United Airlines

Chris Kenny, VP and Controller

GFG Alliance

Phillip Irish, General Manager, Shared Services Delivery, Quality & Governance

Energy Australia

Steve Corden, Outsource Operations Leader

Delaware North

Christopher Lozipone, Senior Vice President and Global Business Services Head

Moneycorp

Nick Haslehurst, Chief Financial & Operating Officer

Prodigy Finance

Nico Barnard, Head of Operations

M&T Bank

Chris Tolomeo, Senior VP & Head of Banking Services

Minerals Technologies Inc. (MTI)

Khem Balkaran, CIO

Church's Chicken

Louis J. Profumo, CFO & EVP

As we know…

Travelers expect airlines to provide essential and up-to-date information in a timely manner and on their preferred channel. Whether chat, social media or e-mail, every channel is important and underpins airlines’ efforts to drive a seamless omni-channel customer experience.

The challenge for the airline was…

To improve the process quality for its chat channel and handling of general queries, changes, cancellation and special service requests. This warranted:

  • A robust procedure to enable quality dashboards, raise red flags and ensure overall control of documents / records
  • An effective Quality Management System (QMS) adhering to industry-leading standards
  • Insight-driven business reviews for collaboration

The airline partnered with WNS due to our deep understanding of the airline industry and expertise in digital and data analytics. The objective was to chart out a comprehensive QMS to improve the overall process and meet and exceed customer expectations.

Here’s what we co-created as a solution…

WNS leveraged TravXP, the customer experience pillar of WNS TRAVOGUE (WNS’ suite of services and solutions for the travel and hospitality industry), to re-imagine the airline’s chat process. We implemented a well-defined QMS comprising a quality playbook (of policies, goals and measurement criteria), procedures (for red flags, audits, and control of records and documents), and review and collaboration methods.

Designed to positively impact the quality of the overall travel experience, our solution also delivered additional value through train-the-trainer programs.

We utilized tools such as Citrix, Lanyon-GDS interface tool, IRIS workflow tool, PAXTRACK, Amadeus, Sabre, Worldspan and Galileo to improve the overall efficiency for the client.

The solution enabled the airline to achieve…

 percent


calibration scores

 percent


average week-on-week improvement in CSAT scores

 percent


average weekly improvement in quality scores

Moreover, WNS provided value-added assistance by participating in training, operational and quality functions.


About WNS TRAVOGUE:

WNS is a leading Business Process Management partner to more than 400+ global businesses, including 100+ Travel & Hospitality companies. Our clients in the travel and hospitality industry trust WNS TRAVOGUE for designing and executing their data and digital led business transformation journeys.

Built on more than two decades of experience working with clients from Airlines, Hospitality, OTA and TMC segments, the WNS TRAVOGUE suite of offerings brings together the best of industry expertise, data-to-insights prowess and digital innovation.

Across the value chain, we enable our clients to deliver delightful customer experiences with TravXP, drive operational excellence with TravOps, accelerate revenue growth with TravRev, devise accounting and risk management strategies for financial control with TravControl, achieve inclusive and sustainable growth with TravGreen and outperform the competition with growth-led strategies powered by TravConsult.

Explore how WNS TRAVOGUE's travel industry digital transformation solutions are helping companies adapt to new challenges and unlock new growth opportunities.

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