Improving Customer Experience by Reducing Issue Resolution Time by Nearly 70% for a leading European Airline
Overview.
The customer, a leading European airline carrier was looking to improve operational efficiency by obtaining end-to-end process visibility and complete transaction flow. Coforge provided a solution that identified key improvement areas for application performance and brought down issue solution time by almost 70%.
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
