Serving Client to have hassle free Business travel booking of Air, Hotel, Car, Insurance done via Self Booking Tool

Challenges.

• Unmapped Customer Profiles: Newly onboarded customers lacked profile mapping, hindering their ability to utilize the SBT.
• Manual Booking Bottleneck: Dependence on manual bookings by travel counselors created inefficiencies and potential customer dissatisfaction.
• High Cost of Manual Booking: Increased need for high-paid travel counselors for manual bookings raised operational costs.

Solution.

Coforge implemented a strategic solution to optimize the client's booking process:

• Profile Mapping & SBT Enablement: A team of travel experts mapped customer profiles across various global regions, allowing them to access and utilize the SBT.
• GDS-Skilled Resources: Travel consultants with expertise in GDS systems like Amadeus and Sabre ensured accurate fare, form, and payment mapping based on country and entity.
• Integrated Technology Ecosystem: The solution incorporated the client's SBT (Smart Booking Platform), Connect Portal, and various GDS systems for seamless data flow.

The impact.

The project yielded significant improvements in self-service adoption, efficiency, and customer satisfaction:

• 100% Efficiency in Profile Mapping: All unmapped customer profiles were identified and accurately mapped to the SBT.
• Increased SBT Utilization: Enhanced self-service capabilities led to a significant reduction in manual bookings.
• Reduced Travel Counselor Needs: Lower manual booking volumes optimized resource allocation and potentially reduced costs.
• Improved Customer Satisfaction: Empowered customers with self-booking control and minimized back-and-forth communication related to manual bookings.
• Global Market Data Migration: Successfully migrated data from the legacy Profile Expert (PE) tool to the SBT platform, facilitating self-booking for a global audience.
• L1 & L2 Support: Delivered 100% efficient data migration with L1 and L2 support.