Seamless Skies: Coforge’s Claims Management Automation for Flight Disruptions

Challenges.

Our client, a leading airline, faced inefficiencies in their claim and refund process. Passengers were unable to submit claims directly through the web channel, creating a frustrating experience. Additionally, the lack of a centralized system for generating coupons and the requirement for multi-level approvals for high-value claims led to:

• Data Silos: Flight disruption claim data wasn’t readily accessible, hindering valuable analytics.
• Manual Processes: High manual efforts in claim settlement resulted in longer wait times and a decline in customer satisfaction.
• Communication Gap: Passengers lacked instant notifications and updates on their claims.

Solution.

We implemented a comprehensive Salesforce solution to transform the airline’s claim management process. This included deploying a user-friendly web form for passengers to conveniently submit claim details electronically, eliminating the need for paper forms and phone calls. Upon submission, the system seamlessly integrates with the airline’s in-house reservation system, “Resiber,” for real-time claim validation and automatic generation of a corresponding Service Cloud ticket. This integration ensured efficient handling by routing the ticket to the appropriate team based on the claim amount. For approved claims, the solution We implemented a comprehensive Salesforce solution to transform the airline’s claim management process. This included deploying a user-friendly web form for passengers to conveniently submit claim details electronically, eliminating the need for paper forms and phone calls. Upon submission, the system seamlessly integrates with the airline’s in-house reservation system, “Resiber,” for real-time claim validation and automatic generation of a corresponding Service Cloud ticket. This integration ensured efficient handling by routing the ticket to the appropriate team based on the claim amount. For approved claims, the solution

The impact.