Delighting Customers with a State-of-the-Art Portal

Our client is a global airline that serves all six continents that connect 150 destinations on the map every day. Its one of the fastest growing airlines in the world with a fleet of the latest generation aircraft.

  • The Challenge

    Customers are often savvier than what businesses offer them. Our client, a leading airline in the world, wanted to tap into the growing influence of technology and leverage digital tools to deliver an omni-channel experience in a multi-channel world. By doing so, it also wanted to:

    • Provide consistent UI across interfaces
    • Ensure accurate content management and publication
    • Enable seamless reporting and tracking for audit and security
  • The Solution

    Virtusa’s digital expertise along with experience in serving leading airlines helped deliver a unique industry solution that:

    • Automated content approval processes ensuring content governance
    • Made content capture easy by developing templates
    • Enabled multi-browser (Internet Explorer, Firefox, Chrome and Safari) support for the website
    • Had multi-lingual built into it (13 languages)
  • The Benefit

    The solution drastically improved customer approval of the airline’s service. Specifically,

    • Improved user experience and increased usage of self-service channels
    • Provided tight integration with traditional applications like IBE and Web check-in
    • Ensured that content publishing errors get reduced by 75 percent
    • Increased scalability of portal contents  for future expansion

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