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

Ticket refund management product for airlines industry