•  Customer Satisfaction
  •  Customer Satisfaction

Airline

Casestudies | Travel | 02.05.2015

1POINT1 HELPS LOW COST DOMESTIC AIRLINES REDUCE COST OF OPERATIONS AND INCREASE PROFITABILITY

THE CLIENT

The Client is in the business of providing air transportation services to domestic flyers in India. The client is a one of the top 3 low cost domestic airlines in India and operates multiple daily flights to and from major Indian Metros.

THE CHALLENGE

The Client was struggling to manage customer service operations for reservations & ticketing. As a result customers were not getting updated information about aircraft movement, ticketing inventory, information related to departures and arrivals. This was impacting the Client’s ability to maximize capacity in all the sectors & in turn generate revenue from its operations. The cost of running customer service operations was hovering around 170% of the client’s budget.

SOLUTION SUMMARY

1POINT1 engaged with the client and understood the pain points and created process workflows to address the customer service channel. By integrating Client CRM with our CRM 1POINT1 was able to create sustainable and measurable processes to not only address customer issues but was able to enhance customer experience.

BENEFITS DELIVERED TO CLIENT

The tangible benefits delivered to the client were:
• Call Abandonment came down to less than 2 percent.
• Enhanced revenue generation from online channel to the tune of 37 Crores per annum.
• Cost Of Operations of Customer Service Channel was reduced by 80%.
• Customer Sat Index moved upwards by 10 percentage points.
• 20 percent increase in revenue per call.

DETAILED ENGAGEMENT SUMMARY

• Analytics led Diagnostics
1POINT1 carried out a thorough diagnostics of the online and offline platforms and collated statistics on volume trends .
• Customer Service Strategy
1POINT1 experience in managingCustomer services across varied industry allowed segment for best practice sharing:
• Address Priority issues within defined TAT.
• Special Queue created to address technical problems related to financial transactions and resolving such issues along side customers.
• IVR definition and integration to prompt customers to make the right selection.
• Developed inbound acquisition channel to convert enquiries into confirmed orders.
• Level 2 Desk created to help customers get approval based queries resolved.
• All Calls abandoned in the inbound channel were called back by a special team to address customer issues.
• Technology Implementation on Customer Site as well as integration with our CRM led to a highly efficient workflow.
• Developed Retention Strategy jointly in consultation with the Client.
• Special Queue created to address technical problems related to financial transactions and resolving such issues along side customers.
• Customer Segmentation based on their potential and mapping most skilled agents to address customer queries.

ABOUT 1POINT1

One Point One Solutions is one of the Top 10 Domestic BPO players. 1POINT1 has a presence across multiple geographies in India and works with 50 + blue chip companies supporting customer service, acquisition, collections & F&A verticals.



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