Designing New Frontiers of Customer Experience
The Pre-travel
Experience
- Booking Queries
- General Queries
- Change and Cancellations
- Special Service Requests
- Profit Set up
- Website Assistance
- Travel Agency Helpdesk
On-travel
Experience
- Relocations
- Ticket Exchanges
- Guest Relations
- Duty of Care
The Post-travel
Experience
- Refund Requests
- Complaint Management
- Expense Management
- Claims Management
- Chargebacks
- VOC Survey Support
Customer Insights and
Analytics
- Hyper-personalized Customer Segmentation
- Loyalty Management Analytics
- Speech Analytics
- Chat Analytics
High-impact Outcomes Delivered
- 26% improvement in customer service levels for a leading North American TMC
- More than 50% reduction in average handling time in customer servicing for a leading Australian tour operator
- 1500 BPS improvement in CSAT and 1300 BPS reduction in repeat rate for a leading European tour operator
Streamlining Operations for Maximum Performance
Travel Operations
- Billing and Refunds
- Fare Filing and Distribution
- Fares for Helpdesk
- Knowledge Portal Support
Technology
- Technical Helpdesk
- AI, Automation, Robotics
- ERP and CRM Platforms
- Mobility and Access
- Data Engineering
Fulfillment Support
- Credit Card Transactions
- Rate Parity, Validation and Loading
- Schedule Changes
- Ticketing Rejects
- Content Management
- Revenue Integrity
Shared Services
- Data Management
- Learning Management
- Service Management
- Payroll
- Quality Assurance
- Workforce Management
- Talent Management
- Procurement
- Bid Management
- MIS and Reporting
High-impact Outcomes Delivered
- USD 3.5 Mn+ annualized savings through consolidation and standardization for a US-based TMC
- 20% reduction in average handling time through technology-led workforce optimization for a leading US TMC
- 20% improvement in quality over industry benchmark through proactive process standardization for a leading North America-based corporate TMC
- 26% higher productivity and 23% better customer service levels than respective industry benchmarks for a global TMC
Smart Revenue Management for a Re-imagined Shared Economy
Revenue Optimization
- Revenue Operations and Management
- Cross-sell and Upsell
- Ancillary Revenue Maximization
- Demand Forecasting
- Inventory Optimization
- Booking Materialization
- Pricing Strategy
- Group Optimization
Business Insights, Analytics and Center of Excellence (CoE)
- Commercial Planning
- Revenue Performance Analytics
- Pricing Analytics
- Sales Analytics
- Market Share Analysis
- Account Management and RFPs
- Customer Insights and Preferences
- Contract Analysis
- Margin Analysis and Optimization
- Supplier / Vendor Analysis
Sales
- Voice, E-mail, Chat
- Click-to-Call
- Lead Management
- Outbound Sales
- Group Bookings
- Corporate Bookings
- Holiday Packages
- Payments
High-impact Outcomes Delivered
- 40% enhancement of sales conversion for a North American TMC
- ~16% increased revenues through accurate customer and call profiling for a global TMC
- 26% productivity gains for a leading global TMC
- 99% accuracy of business and operations metrics for a Canadian travel company
Building Greater Certainty in an Unpredictable World
Integrity and Audit
- Claim Fraud Analytics
- Financial Leakage Analysis
- Agency Debit Memos Review
- Credit Card Reconciliation
- Invoice Audit and Recovery
Source-to-Pay
- Source-to-Pay Activities
- Direct Operating Cost (DoC Management)
- Hotel Settlements
- Media Partner Settlement
- Analytics – AP and Reconciliation, Travel and Expenses, Vendor and Tail Spend
Record-to-Report and Decision Support
- Record-to-Report Activities
- Analytics – DoC Variance, Route Profitability, Special Prorated Agreements, Travel Package and Product Profitability, Traveler Segmentation
- Agency Sales Performance
Book-to-Cash
- Book-to-Cash Activities
- Revenue Recovery and Protection
High-impact Outcomes Delivered
- 4 Mn Euros savings delivered in contract management for a global TMC
- 25% improvement in margins achieved in card cycle management for a leading global TMC
- GBP 5.1 Mn in savings generated through the elimination of duplicate payments for a leading tour operator
- GBP 4 Mn savings, 45% productivity enhancement, and 25% improvement in month-end close for a global TMC
Responsible Practices, Sustainable Outcomes
Achieve Carbon
Neutrality
- Identify steps to reduce carbon in daily operations – such as route, SKU mix, fleet and fuel optimization, building management systems and vendor assessments
- Assess past performance in carbon reductions and dynamic forecasting of future impact
- Partner with greenhouse gas (GHG) reduction- specialists to enable airlines achieve carbon neutrality
Design and Execute
Omni-channel Marketing Strategies
- Responsible travel campaigns
- Brand improvement initiatives
Other Focus Areas
- Reduction of reliance on fossil fuel
- Insights on investments in disruptive propulsion technologies such as hydrogen and electric
- Modernization of current fleet in a fiscally prudent manner to reduce carbon footprint
- Improve customer awareness in sustainability initiatives
Unlocking Next-level Business Value
Process Re-engineering
- Value Stream Mapping
- Process Consolidation and Optimization
- Intelligent Process Automation Design
- Analytics-driven Process Innovation
Business Excellence
- Network and Fleet Management Strategy
- Commercial Strategy
- Enterprise Performance Management
- Net Zero and ESG Strategy
- HR Consulting
Technology Consulting
- Enterprise IT Strategy
- Application Portfolio Assessment
- Passenger Service System Selection
- New Tech – AI / ML, Blockchain, AR / VR
Digital Transformation
- CX Strategy Design
- Digital Marketing Automation
- Digital Asset Diagnostics
- Loyalty Strategy and Advisory
Data Advisory
- Enterprise Architecture Design
- Big Data Consulting
- Cloud Strategy
- BI Strategy
- Data Governance Strategy
F&A Advisory
- Revenue Accounting Consulting
- Financial Performance Benchmarking
- Financial Process Consulting
High-impact Outcomes Delivered
- USD 55 Mn of new revenue streams unlocked annually through a data monetization strategy for a large North American TMC