25% improved customer experience & ~$2m in potential savings in an international airline’s platform migration

Challenges.

The airline had taken a decision to move from Sabre to the Amadeus platform, and Amadeus asked Coforge to assess and implement a seamless transition to the new platform

• Part of the migration assessment involved a study and report on the resources required in their captive Contact Center for pre and post-cutover as the airline migrated to the new platform
• Based on preliminary information, Coforge suggested, to the airline management, that they could maximize the impact of the migration by increasing the scope under review

Solution.

Coforge employed a multi-dimensional framework (ProcessGym®) to conduct a detailed Contact Center evaluation:

• Data-Driven Analysis:
  Established a baseline, factoring in call volume fluctuations due to external factors.
• Process Optimization:
  Identified opportunities for change in IVR options, e-services, and website self-service capabilities.
• Technology Integration:
  Recommended upgrades and automation of chat processes and implementation of a "One CRM" system across all centers.
• Benchmarking:
  Leveraged insights from other airlines to establish realistic performance improvement timelines.

The impact.

The project yielded remarkable benefits for the airline's Contact Center operations:

• Overall Optimization: Achieved 15-20% overall optimization, streamlining operations.
• Seamless Migration: Ensured a smooth migration with minimal disruption during a short stabilization period.
• Cost Savings: Projected annual savings of $1.5M to $2M based on budget estimations.
• Enhanced Customer Experience: Customer satisfaction improved by 25%, demonstrating a more positive experience.
• Improved Service Levels: Service levels rose by 10-12%, signifying greater operational efficiency.
• Reduced Call Handling Times: Overall Average Handling Time (AHT) decreased by over 15%, accelerating call resolution.
• Decreased Call Wait Times: Call wait times reduced by 15-20%, minimizing customer hold times.
• Forecasting Efficiency: Improved forecasting led to 5-7% operational efficiencies, enabling better staff optimization.
• Projected Future Gains: Further efficiency gains of 5-7% are anticipated based on implemented improvements.