Travel, Logistics & Hospitality Services
Competition in this segment is on the rise. With pricing wars and discount fares working as major influencers in customer choices, Travel, Logistics and Hospitality providers need to opportunitize every customer interaction to close a sale and win repeat business- A noted factor being helpfulness of the provider and takeaway experience of the customer.
With sourcing and loyalty dependant on the customer interaction, clients need to ensure effective information dissemination through friendly mediums to ensure customer engagement.
Knowledge enabled solutions…
Intelenet® developed and deployed Speech Analytics Solution for our Hospitality client to support for assessing their inbound volumes to understand & improve parameters for sales conversion. Our solution was deployed for the client, where through sentiment analytics and historic customer behavior trend analytics, the agent has real-time visibility to best possible options/alternatives to convert a sale.
Global Service Portfolio
Intelenet’s services in this segment are spread across our global delivery network to support end-customers in culturally aligned environments to engage them more satisfactorily. Best End to End Travel management and Outsourcing Services.
AirlinesCapabilitiesProof pointsContact Center for Reservations & Booking, Fulfillment, Baggage Inquiries & Tracing, L1-L3 Technical support, GDS Helpdesk, B2B Support for Agencies, Revenue Management, Settlements, Travel Bpo & Reconciliations
- Deployed “Epiplex- Training simulator ” for reducing learning curve & training time
- Deployed people improvement plans to ensure product/regulatory knowledge, and assured SLA & CSAT scores.
Travel CompaniesCustomer Lifecycle Management for managing Sales, Reservations, Customer Service, Loyalty Management & Complaints Management
- Deployed “I-SAFE” tool which resulted in annual cost saving of $160K through productivity benefits
Passenger TransportationCustomer Interaction services from Enquires, Bookings, Confirmations, Schedule updating-uploading, Journey Planning, Loyalty programs, and Complaint management functions in a multi-cultural environment
- Effectively managed 200% of the forecasted volumes during DR situation at client location
Cargo & LogisticsEnquiries, Shipment bookings, Tracking & Tracing services, Account Management, and Complaint Management services
- Deployed solution with split desks which reduced issues & escalation by 50%, and increased client sales by 30%
HospitalityEnquiries, Sales & Reservations Management, Loyalty Management, Concierge Services, and Complaint Management services
- Deployed analytics solution, that improved conversion rate from 23% to 47%
Our portfolio supports customers through phone, email, chat and social media mediums, with tool & analytics enablement to ensure personalized service delivery to every customer.
Our solutions leverage over 4000+ Travel, Logistics & Hospitality workforce experienced in GDS systems like Sabre, Amadeus, Galileo, Worldspan.
All processes are strengthened with Lean, Six Sigma & transformation capabilities, as well as supported by over 200+ tools spanning the Customer & Reservations Lifecycle.