Business Challenges

• Customer, a renowned travel agency in India, planned to expand BPO services in India
• Client was lacking a robust ticket management solution specific to airline industry
• Multiple role hierarchy and access management was needed for internal users and external users
• GDPR compliance was major requirement

Project Highlights

• Developed a short term and long term product feature plan
• Built Microservices based solution to cater future need of Mobile app
• Web application was built on latest angular framework with keeping scalability in mind
• Highly configurable solution to ensure new customers and geographies are added fast
• Automatic ticket routing for easier tracking and manage TAT
• Robust SLA management process is implemented incorporating holidays

Customer Benefits

• The turnaround time was improved significantly
• Tracking of requests at various levels to ensure no ticket is left un-attended
• Alert mechanism for missing SLA ensures 99% SLA adherences for customer
• GDPR compliances were met successfully