successful cases
Description
Reduction of problematic cases
- Background
Our client had a list of cases with close to 200 problems reported to their suppliers, up to 6 months old, and a backlog of 200 open tickets to attend to. This began to generate a growing problem in the company’s technology area.
- Our solution
In one week, the cases reported to the providers were reviewed and reclassified to identify those that could be resolved without interaction from the system provider. In addition, innovative ways of working and reconfigurations were established to solve the cases.
- Value delivered
Our client’s service desk backlog has been reduced by 80%, and cases are being resolved in a maximum of two weeks.
Easy third-party connections
- Background
Our client needed to connect his company’s core systems with third-party services to make his marketing and operation processes. Due to its complexity, said connection took an average of three months, generating cost overruns in projects with third parties and a high output time for current requirements.
- Our solution
Our consultancy consisted of developing a connection process in which the tools of the company’s core systems were optimized to make it faster and with fewer problems.
- Value delivered
Connections with Online Travel Agencies and other third-party services were reduced to an average of three weeks.
B2B API development
- Background
Our client needed to connect with marketplaces and super apps to offer tourist and air packages. Although most PSS support such connections through API, these problems can occur:
- There is no native way to perform all the sales or modification flows.
- You cannot configure what you want to show to third parties natively.
- There are extra costs for consuming some services directly from the PSS.
- There is no way to control the information flows between the PSS and a third party.
- You cannot offer your own services that are not associated with the PSS.
- Our solution
A B2B API was created that made it possible to fully manage the marketing of air travel experiences through the creation of a service layer with complete flows, which are invoked from third parties, with the following characteristics:
- Control and registration of information accessed by third parties.
- Administration of personalized services for each third party.
- Generation of simple interaction flows.
- Value delivered
Reduction from three months to one week in connection times with direct interaction with the PSS. In addition, the consumption of simple packages was achieved with an ROI of two months.
Flight change automated management
- Background
Given the demands of the current tourism sector, our client needed a simple, easy, and fast way to deal with changes in airline reservations, regardless of whether the change was made by the company or by the client, which was generating:
- Chaos in the service because there were no different options for those interested.
- Losses due to the lack of collection of changes that were not made correctly.
- Cost overruns in customer service channel personnel that could be used in sales.
- Bad reputation due to processes that generate complaints facing the control entities.
- Our solution
The Change of Flight solution was developed to make it possible:
- Parameterization and control of exchange flows according to airline policies.
- Access control and registration of all attempts and change queries by customers.
- Administration of services in a personalized way for each process with its costs.
- Simple generation of change flows for clients based on a communication experience
- Reduction in the costs of service personnel through automated processes.
- Value delivered
A 70% reduction was achieved in the costs of staff dedicated to meeting customer needs related to flight changes. In addition, the negative impact on social networks due to unplanned changes has been reduced.
Appropriation of digital assets
- Background
Our client had contracted with third parties for the digital assets of the airline. Therefore, he had to pay a monthly cost for its use, as well as for making any modifications. This has two problems: the first one is the slow development process due to the high demand from the suppliers, and the second one, despite having paid for the improvements, they are owned by the third party since they are the brand owner.
- Our solution
The advice consisted of the development of the company’s own digital assets, which could be modified with the speed and flexibility that the market demands. This implied a comprehensive management process with all the systems related to the client’s airline.
- Value delivered
There was a reduction of more than 70% in the costs related to the modifications of digital assets and a decrease from ten to two months in the start-up of the projects.