25% improved customer experience & ~$2m in potential savings in an international airline’s platform migration
Overview.
A leading international airline, consistently ranked among the Top 5 by AirlineRatings.com, operating over 1,000 flights weekly to over 120 destinations, boasting a workforce exceeding 13,000 employees, planned to migrate from Sabre to the Amadeus platform. Coforge played a pivotal role in assessing and facilitating a seamless transition, resulting in significant operational improvements and enhanced customer experience.
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: