Improving Customer Experience by Reducing Issue Resolution Time by Nearly 70% for a leading European Airline

Challenges.

The following challenges were faced by the client:

• Map the user transaction with the execution within the application for end to end visibility and complete transaction flow
• No insight into the application for the issues reported by users across geographies
• No information on the user transactions for the time taken at different tiers
• Team taking time in doing the triage of issues, with more of solo approach for the technological landscape
• No end to end co-relation of issues for the travel site
• Identify the drop/bounce rate of users hitting the travel website
• No definite way to capture the key problem areas within the application

Solution.

Coforge employed the below solution based on the challenges evaluation:

• Created the complete travel transaction workflow for the service availability and response time for giving the end-to-end view of transaction
• Custom dashboard created for giving the customer an insight to user experience related details with drill down capability to user transaction for users performing the ticketing and other operations within application
• Visibility into the observed issues with segregation into different areas for critical area identification
• Funnel for giving an insight to users bounce rate and user exit at different levels

The impact.

• Customer could see the AS-IS Performance state of monitored application
• Identification of key problems within the application
• With analysis and drill down capability, issue resolution was faster and time reduced to less than 1/3
• Proactive monitoring could be performed for the issues in the making, further reducing the critical incidents impacting application performance
• Helped team to identify the key areas for application improvement and helping them with proactive monitoring