Success Stories

Common platform for improved customer experience, retention and productivity

Our client is an American-British cruise company and the world’s largest travel leisure company. Its portfolio includes the most-recognized brands in North America, the United Kingdom, Germany, Italy, and Australia—areas 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 and retention, enhance brand value
  • The Solution

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

    • CPM framework on Pega to reduce development and maintenance efforts
    • Common platform with solution capabilities to be used both onshore and offshore and data synchronization
    • Solution around service types and sub services that have been identified, 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 Benefit

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

    • Improved customer experience through 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 to service, customer satisfaction and retention
    • First contact resolution and increased productivity
    • Creating a common solution to sell to other customers in entertainment and hospitality space
    • Increase cross sell opportunities by an estimated 10%
    • Reduced turnaround time that facilitates better throughput for guest(s)
    • “Built for change” application to extend to different LOBs in the future for the client.