As we know…
It is imperative for Online Travel Agencies (OTA) to optimize ancillary revenue streams (flight, hotels, car rentals, insurance, and food and beverage) to increase the wallet share of the customer in an increasingly competitive scenario. To achieve this, it’s crucial to leverage digital tools and data across disparate systems to analyze and make decisions, so companies can transform their services and offer greater personalization.
The challenge for the OTA was…
It wanted to aggressively expand its footprint in newer markets by leveraging digital technology. It was keen to improve its contact center maturity through interaction analytics, deploying smart operations and establishing a sales Center of Excellence (CoE) to enhance sales.
The OTA decided to partner with WNS, given its deep industry expertise and proven capabilities in data and analytics, digital and operations.
As the Digital Transformation partner…
WNS leveraged TravRev, the revenue enhancement pillar of WNS TRAVOGUE (WNS’ suite of services and solutions for the travel and hospitality industry). We integrated and consolidated customer experience processes from three captive centers in Europe to WNS’ delivery locations to execute a unified strategy involving assisted and automated experience and cross-channel analytics. Key aspects of the overall solution included:
- Implementing a real-time, intuitive and scalable social media engagement platform for automated categorization of content, sentiment analysis, support of multiple social media handles, and integration with blogs and review sites
- Deploying an interaction analytics / speech-to-text analytics solution in partnership with NICE Nexidia to deliver business insights on market trends, root cause identification for customer dissatisfaction, sales effectiveness and other process insights
- Leveraging our proprietary solutions to enable automation: Qbay (a robotic process automation-led back-office workflow management solution) to automate queue management and RePAX (fully automated disruption management solution) to automate ticketing and fulfillment, and reduce the adverse financial impact of volatility
The solution enabled the OTA to achieve...
USD
Million
in incremental sales through cross-selling and upselling opportunities
percent
reduction in total cost of ownership
percent
increase in sales conversion and 75 percent rise in ancillary sales
percent
reduction in fulfillment transactions
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.