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Case Study

Customer journey optimisation and shift to digital support for travel systems integrator.

%
contacts automated
$
million
cost reduction
%
uplift in customer sat

Challenge
  • Over 95% of support interactions at this travel systems integrator were assisted via telephone.
  • This way of managing the support interactions was costing the business materially in operating cost and was less efficient for its customers (the travel companies).
  • Even very simple queries such as password re-sets were happening via telephone – providing much opportunity to optimise contact management.
The Work
  • The team focused on biggest contact drivers, for which a viable automated solution could be designed.
  • They created agile sprints to develop automated solution bring together subject matter experts from product, support, sales, IT and customers to map the current experience and design an automated solution.
  • They tested the automated experiences with customers and worked with product and tech teams to plan for delivery using agile releases. 
  • Automations were created for 50% of contact drivers.
Outcome
  • This activity helped to cut support costs by 30%.
  • Saving $15m in operating cost over 4 years.
  • Whilst driving a 30% increase in customer satisfaction.

   


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