success story

A common platform for improved customer experience, retention, and productivity

Our client, an American-British cruise company, is the world's largest travel leisure company. Its portfolio includes the most recognized brands in North America, the United Kingdom, Germany, Italy, and Australia‚geographies that account for 85 percent of the world's cruise passengers. The client wanted to implement a common platform for seamless customer experience and retention.



The Challenge

The client's system was inconsistent in customer handling and didn't provide a single view of case management. This included:

  • No proper tracking mechanism for guest complaints
  • Lack of SLA based resolution with automatic escalation and notification
  • Could not provide personalized offerings for each customer
  • Lack of seamless user experience
  • Inability to handle bulk cases
  • Inability to drive loyalty, retention, and branding
The Solution

Virtusa's experts, along with Pega, created a common platform that provided enhanced case and data management. Key features of the solution included:

  • CPM framework on Pega to reduce development and maintenance efforts
  • Common platform with solution capabilities that can be used both onshore and offshore
  • Data synchronization
  • Identified services and sub-services and built solutions around them. Major services are:
    • Cabin -Collection - Damaged Items - Penalty & revision -Enquire
    • General Issues - Early Saves - Lost & Found -Sending Correspondence- Sensitive Issues
    • Personal Operations - Sale & Sail -Credit Card Dispute -Travel Agent Charges
The Solution
The Benefit

Virtusa successfully implemented a scalable, adaptable, and flexible process offering end-to-end customer data and case management. Benefits include:

  • Improved customer experience with end-to-end management of customer data across all channels
  • Flexible and capable system that could adapt to rapidly changing operations, processes, and locations
  • Increased operational efficiency and automation monitoring through streamlined work allocation, real time monitoring, and reporting
  • Significant improvement in service, customer satisfaction, and retention
  • First contact resolution and increased productivity
  • A common solution for customers in entertainment and hospitality space
  • Increased cross sell opportunities by an estimated 10%
  • Reduced turnaround time that facilitates better throughput for guests
  • 'Built for change' application that can be extended to different LOBs in the future
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