Synopsis
A global leader in chauffeured services, the client was looking to leverage the capabilities of digital transformation. From delivering premium experiences to creating new sales channels - the client required a partner that would help them meet their business objectives. Coforge helped the client transform their ground transportation business with a revamped mobile application for chauffeurs, real-time integration with the travel agent application, and created several digital channels for its customers.
About the Client
The client is a global leader in chauffeured services, providing full-service solutions for the world's most discerning travelers - spanning over 1000 cities worldwide, 1000+ fleet size, and covering over 5Mn trips in a year.
Business Challenge
Under competitive pressure, the client wanted to embrace digital all across its business. The main objectives of the client included:
Deliver a premium experience to its tech-savvy customers Create new sales channels by leveraging web and mobile technology Increase the revenue base by addressing new market segments of retail and B2B customers Enhance distribution channels Add customer intimacy features in alignment with industry Increase productivity to reduce the cost of operations
Our Solution
Coforge consulted and assessed the client on its digital maturity model and implemented a comprehensive digital strategy that included the revamp of the mobile application for chauffeurs, real-time integration with the travel agent application, and the creation of several digital channels for customers.
As-Is Evaluation Strategic initiatives mapping to core systems & applications Development methodology Application architecture Gap Analysis Application portfolio assessment Roadmap IT strategy and organization design Plan for strategic initiatives and application changes Identification of key steps and processes Business case refinement Branding for website and mobile Prioritize automation opportunities Implement digital transformation – build and integrate web and mobile tools for customers, chauffeurs, greeters, and dispatchers Responsive website and multi-browser support GPS tracking of chauffers Use of Google Places API to get accurate location Rich feature set like – real-time flight update, real-time messaging from dispatcher to chauffer, toll, and other expense information iOS and Android platforms for mobile Architect and develop APIs and integrate with GDS and aggregators enabling the client to distribute the inventory through new B2B partners Developed a Sabre Red App that is bundled and deployed on Sabre Red Marketplace Our implementation allowed travel agents to book our client’s services from their Sabre Red Workspace and add the ground segment to an existing Air Segment PNR or a new PNR.
Coforge created algorithms for acquired knowledge and automate processes to reduce cost, prevent erroneous booking and increase productivity - leading to a 95% decrease in erroneous bookings.
Coforge was also involved with a consulting engagement with the client to explore the impact of digitization on global contact center operations (generating 50% of revenues) and how digitization can help improve overall efficiency and customer service. The main focus of this consulting engagement was on:
Reduction of the average cost per call handled by the contact center Identify key and critical tasks that require human intervention compared to other service tasks to automate without impacting revenue and customer service The scope of automation and digitization for tasks, like cancellation can help reduce the burden on the contact center Leaner contact center operations
Delivering more value
Improved its reach to a large number of customers and travel arrangers using digital channels and integration with a leading travel agent. Enabled channel shift in online bookings by 4 times, thus, substantially reduced help desk costs Seamless customer experience between multiple channels – call centers, mobile, web. Improved passenger experience throughout the commute and optimized fleet management using mobile-first and personalization initiatives 80% of trip dispatched automatically, resulting in an annual saving of approximately 1M New sales channel enabled – Sabre RED, allowing direct bookings by GDS agents
