Leading Airline Company Digitally Transformed Employee and Consumer Experience

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CLIENT

 

A leading airline based in Panama wanted to update its customer and service systems to be future ready. The company wanted to modernize its legacy enterprise architecture and improve mobility and analytics.

BUSINESS CHALLENGE

 

The client was looking to build a flexible and open customer sales and service system that included analytics and mobility to address business needs. Some key concerns were low usability, poor customer experience, high training costs, and high IT processing costs.

SOLUTION

 

We, at Mphasis, helped deliver a next-generation customer sales and service system incorporating elements of:

·         Mobility

·         Legacy modernization

·         Analytics and reporting

BENEFITS

Our solution is enabling the client to achieve:

 

• Superior customer experiences, reducing the passenger wait times and improving handling of irregular operations

• Improved employee experience, enabling a shift from command-based system operation through green screens to a graphical user interface accessible on the web, tablets and mobiles

• Reduced agent training times from 2 to 3 weeks to 2 to 3 days

• Minimized cost of mainframe operations by around 20 percent