About the Client
Our client is one of the largest online travel agencies in the world, providing varied travel products and services to customers through websites and contact centers. The client wanted to use the big data services to streamline their operations, mostly offline.
Client Challenges/Pain Points
As a leading online travel retailer, the client’s primary source of revenue was its website. However, its customers were using the offline channel to post queries through phone calls, fax and emails. Also, the client was experiencing a pronounced variance in call distribution at its contact center. We realized that the client was focusing overtly on the online channel, which resulted in the absence of a robust offline strategy. This was leading to a dip in revenues and market share. The client needed expertise to devise a roadmap to plug the gap.
After having identified the offline channel as an additional revenue stream, we deployed a team with deep domain expertise in big data to evaluate the potential of the new channel. In addition, we undertook the following interventions:
- Conducted a thorough customer segmentation and analysis based on the cross-sell and up-sell product and services data, customer profitability, and customer life time value models. This enabled the client to focus on the right customers who could help generate offline sales
- Evaluated the performance of offline sales agents (agent effectiveness on sales) to ensure that the right agents were deployed for the project
- Ensured optimum staffing of best agents at peak intervals to maximize sales
- Developed a separate strategy for managing the least profitable set of customers (bottom quartile management)
Reliant Vision used the following tools and technologies in building the solution:
An end-to-end Analytics Solutions suite that leverages a huge team of domain experts and expertise in social media analytics, contact center and speech analytics and revenue model analytics that help you take informed decisions.
Proprietary and industry-leading platforms that help enhance revenue generation for airlines.
Process re-engineering techniques and a team of domain specialists that help airlines comply with industry regulations and standardization directives.
Our big data solution enabled the client to improve its business performance with:
- An increase in offline revenues by 16 percent
- Enhancement of sales conversion rate to 21 percent
Further, there was enhanced productivity and streamlining of information. This enabled the client to reduce costs of operations and put the resources to the best use. The Reliant Vision big data solution thus created a strong top-line business impact and enabled its client to outperform.