Travel Case Study

About the Client

Our client is India’s leading online travel booking brand providing range of choice for hotels, flights, trains, bus and cars for travellers. Their core value differentiator is the most trusted user experience, be it in terms of quickest search and booking, fastest payments, settlement or refund processes.

Process Overview

Hotel | Land Transportation | Domestic & International Flights | Back Office | E-Mail | Customer Delight | Escalation Teams


Having largely run the business in-house, the biggest struggle was sudden expansion and fear of loosing on quality service delivery. additionally, the in-house operation was proving costly.

Process improvement Initiative

Quality Initiatives
  • Innovative Pre & Post Shift Briefings.
  • Training Dip-Checks during New hire trainings.
  • Side- By Side Audits initiated for the new hires to get to the root cause of errors this activity also helps in reduction of AHT for the new advisors.
  • CRM Enhancements