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success story

Data Management Solution for a Seamless Customer Experience

Our client is a British leisure travel group with a broad portfolio of tour operators, online portals, tourist airlines, aircraft, hotels, cruise liners, and countless incoming agencies.

The client wanted to implement a customer data management solution for a seamless customer experience.

 

 

The Challenge

The client's back office system was inconsistent in customer handling with duplicated and fragmented business processes. This has led to many difficulties including:

  • A single view of the customer and enable a 1-2-1 relationship
  • No personalized offerings
  • No upsell and cross-sell opportunities
  • Lack of seamless user experience
  • Unable to drive loyalty, retention, or enhance brand value
The Solution

Virtusa's experts created an efficient solution that enhanced the back-office system with the capacity to handle multiple users for better operational efficiency. Key features of the solution included:

  • Hybrid customer hub solution to match customer information from numerous sources
  • Matching and standardization services
  • A robust and scalable platform
The Solution
The Benefit

Virtusa successfully implemented a scalable, adaptable, and flexible process offering end-to-end customer data management. This system could adapt to rapidly changing operations, processes, and locations.

  • Improved customer experience through end-to-end management of customer data across all channels
  • Increased operational efficiency and automation monitoring through streamlined work allocation, monitoring, and reporting
  • Moved from a booking-centric to a customer-centric world
  • Enabled loyalty program to increase customer retention
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