Shaping Sustainable Digital Success leading to over 33% Development cost saving for a Leading US-based Limousine Service Provider
Overview.
A leading US-based limousine service provider in the US, the client is a pioneer in chauffeured services with a network that spans more than 550 cities in 60 countries. The client needed to build a truly digital business, for which we laid the groundwork with application rationalization. We shaped a holistic digital outlook spanning varied markets, channels, and technologies. With new ideas, we enabled the client to leverage digital distribution channels effectively. The transformation based on our roadmap has delivered more value—by driving potential double-digit revenue growth over three years.
The client was faced with two clear mandates. One- Rationalize their application portfolio to achieve greater business-IT alignment and rein in the rising costs of supporting diverse, disparate, and even obsolete applications. Two- Embrace digital technologies substantially to deliver premium experiences to tech-savvy customers, gain a competitive edge, open new sales channels, and consistently transform their business. Coforge was the right partner to deliver on both mandates based on demonstrated success with digital transformation projects in the travel industry.
Solution.
The client partnered with us to:
Identify opportunities to transform their business as part of a digital transformation initiative
Evaluate their application portfolio for future readiness and arrive at ways to improve operational efficiency with an application rationalization and a gap analysis exercise
The Coforge team approached this crucial exercise in three transformation phases:
organization transformation,
governance transformation, and
process transformation
Starting with a current state analysis, Coforge identified key changes required across processes and channels. In addition, it prioritized business changes that were needed to accelerate the transformation. Our IT assessment focused on helping the client bridge the gap between their business architecture and IT architecture. The result was a comprehensive roadmap with strategies for adopting technology solutions as well as project execution, based on the analysis of the client’s business environment and industry best practices.
The Impact.
Our solution aligned with the latest industry trends and streamlined the IT management process while enabling a better customer experience. The benefits for the client included:
More Efficiency: We improved the utilization of the core team by freeing up 33% of resources for strategic projects and introduced agile methodologies for future IT projects, leading to better solutions developed in a defined period.
More Savings: While the solution reduced development and maintenance costs by more than 20%, the IT roadmap suggested led to cost benefits of nearly 30%. We also enabled a shift to online booking channels, which will be increased by four times over the next three years. This will substantially reduce help desk costs.
More Revenue: The client is poised to gain one-third of the global agent market based on integration with a leading agent application. Double-digit revenue growth is also expected to be achieved in the next three years owing to digital transformation.
More Customer Delight: We defined a detailed digital strategy roadmap focused on providing a premier customer service experience by leveraging new touchpoints such as mobile devices and iPads.
