As we know…
A new era dawns upon the hospitality industry. Businesses must keep pace with the rapidly evolving trends in customer behaviors, strive to innovate and adopt new and emerging technologies while embedding sustainable solutions. The ability to cost-effectively deliver superlative products and experiences with greater insights and higher levels of agility will be critical.
The challenge for the client was…
Expanding into newer markets, generating higher revenues and using advanced analytics to deliver improved hyper-personalized customer experiences.
As a co-creation partner…
WNS deployed flexible and cutting-edge analytical models through TravConsult, the consulting pillar of WNS Travogue (WNS’ suite of services and solutions for the travel and hospitality industry). We designed and developed more than 1900 campaigns. With a ‘think global, act local’ approach, we introduced innovative programs related to:
- Property familiarization
- Training in geographical nuances
- Customer experience management re-engineering using analytics for improved guest experience
- Interaction insights for properties, customers and competition
- Interactive voice response re-engineering
- Business intelligence and reporting
- Proactive reach out
WNS’ solution enabled the client to achieve…
- USD 2 Billion in incremental revenue, including USD 124 Million in new revenue
- Transitioning into three new markets in nine months
- 1.2 million annual customer interactions
- 79 percent enhancement in CSAT
- 30 percent reduction in marketing costs
- Strong average daily rate across markets
- Reduction of quality calibration variance from 39 percent to less than 5 percent
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.
To know more about WNS Travogue, read here.