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

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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.

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.

  • 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.

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