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 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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