Business Process Testing of Fare Family solution implementation guaranteed an enhanced customer experience for a leading Middle Eastern Airline
Overview.
The airline is renowned for its state-of-the-art fleet and award-winning economy-class catering. It offers exceptional travel experiences for modern flyers. With a widespread destination across the Middle East, Asia, Africa, and Europe, Airline developed a strategy to provide passengers with exceptional & seamless experiences across digital & traditional channels. An integral part of the strategy was to adopt the Branded Fares solution enabling better flexibility to its guests across all touchpoints in collaboration with Leading Travel Technology Player. It was a first in the Middle East region and was a complex project involving multiple domains and integration.
The branded fares solution implementation was a complex implementation from both domain and technical perspective. This required stringent testing across the channels for end-to-end business processes. This complexity was aggravated as Airlines did not have an independent testing team. The key challenges faced by customer included,
Quality challenges emerged during the implementation as there was no independent testing team.
There was no testing strategy, though many test cases were created, the system still had lot of defects.
There were 15+ different teams working in silos. This siloed working resulted in integration defects and duplicate efforts leading to project delays and cost overrun.
Unstructured defect management process in a multi-vendor scenario led to longer time to market.
These challenges required a testing partner who has expertise in Airline fares and pricing domain and has also worked in multi-disciplinary and multi-vendor scenarios for product implementation testing.
Solution.
Coforge embedded a dedicated team of skilled individuals with deep Airlines domain knowledge along with technical testing and test management experience.
Coforge meticulously assessed the program from both domain and technical aspects, worked with the 15+ teams to come up with a comprehensive testing strategy and plan. This included a detailed test management approach for a multi-disciplinary and multi-vendor scenario. This strategic approach optimized delivery and ensured a seamless user experience across all impacted channels, boosting customer satisfaction and brand loyalty.
Coforge bridged the testing skill gaps within teams, fostering a collaborative environment where everyone contributed to their unique strengths.
Created independent Business Process Testing team, in an onsite-offshore model, to ensure the product implementation across the different channels.
Organized Cross stream meeting to understand dependency and mitigate the risk.
Envisaged a defect manager role who organized defect management forums to track and monitor the closure of defects, by the different teams and the product vendor.
Setup test governance forums for tracking test progress, discuss risks and resolve issues.
Developed synthetic test data creation utilities for bulk data creation enabling faster testing.
Implemented a phased business checkout process over a period of one and a half months.
Managed branded fare control centre with live 24*7 support to contact centre and Airports across the Globe.
The Impact.
100% on time delivery of testing milestones.
16+ business stream analyzed for branded fare testing.
Domain expertise leading to >85% optimization of test cases enabling faster test execution and delivery.
2000+ end-to-end business process test cases designed and executed to validate Airline business processes.
50% effort reduction of post cutover support as compared to planned effort because of higher quality and low production defects.
