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OPTIMIZED CUSTOMER SUPPORT FOR RAPID GROWTH OF A FINTECH COMPANY
Learn how IGT Solutions optimized customer experience for a fintech with 24/7
support.
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Case Study
OMNICHANNEL CUSTOMER SERVICE APPROACH FOR A LEADING DIGITAL HEALTH PROVIDER
Discover how IGT Solutions optimized multi-channel customer support for the
client to faster customer response and increase cost savings.
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TURNING A CUSTOMER SERVICE CENTER INTO A PROFIT CENTER FOR A LEADING E-COMMERCE
GIANT
Learn how IGT Solutions (IGT) helped a leading US e-commerce company turn its
customer service center into a profit center.
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CASE STUDY
DRIVING ENHANCED CX FOR A LEADING AIRLINE IN CANADA
Managing call volumes and implementing AI-powered technology to ensure better CX
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Case Study
60% COST SAVINGS THROUGH SALES ADMINISTRATION SUPPORT FOR A LEADING
INTERNATIONAL AUTOMOTIVE RESEARCH WEBSITE
IGT helped to reduce their operational cost by 60% and cleared 100% backlogs of
the client by deploying a team of sales process experts within three months.
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DELIVERING MULTICHANNEL CUSTOMER SUPPORT ON DEMAND FOR A TECH-DRIVEN HOSPITALITY
CHAIN IN APAC
IGT leveraged its deep business insights and helped the client achieve 100% SLA
and reduce backlogs by 90%
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SCALED AGILE DELIVERY OF ENTERPRISE SOLUTION WITH 25% SCHEDULE COMPRESSION
Building a Border Control Solution that involved global implementation,
departmental customizations, and multiple integrations.
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TECH SUPPORT SERVICES FOR AIRPORT MANAGEMENT SYSTEMS OF AN INTERNATIONAL AIRPORT
IGT helped the client to achieve 98% reduction in unplanned downtime and 99.99%
availability.
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IMPLEMENTATION OF INTELLIGENT AUTOMATION TESTING FOR A GLOBAL TECHNOLOGY COMPANY
IGT's Automated Testing framework helped the client reduce test execution by 70%
and improve the build delivery cycle from 2 months to 2 weeks.
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INDEPENDENT PRODUCT TESTING FOR A GLOBAL IT AND TELECOM PRODUCT ENGINEERING
ORGANIZATION
IGT helped the client improve its Product SLA compliance by 100%
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MICROSOFT SQL DATABASE MANAGEMENT FOR A LEADING TRAVEL RETAILER OF EUROPE
The client achieved a 95% reduction in downtime of database servers of live
applications and group applications along with a 90% improvement in application
response time of the applications querying the databases.
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CUSTOMER EXPERIENCE MODERNIZATION FOR A NATIONAL FLAGSHIP CARRIER
IGT's state-of-the-art CRM helped a leading airline in India resolve 25k+ cases
daily and run targeted marketing campaigns and increase its revenue.
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case study
CREATING OMNICHANNEL CX FOR CARGO CUSTOMERS OF A LEADING AIRLINE IN NORTH
AMERICA
IGT helped achieve 80% improvement in process efficiency by creating omnichannel
customer experience solutions
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IMPROVED QUALITY AND ENABLED 30% REDUCTION ON MAINTENANCE EFFORT
IGT helped the world's leading provider of global information and
telecommunications solutions to reduce 30% maintenance efforts.
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FASTER TIME-TO-MARKET FOR A LEADING TECH PROVIDER
Velocity and Agility in releasing new features and enhancements is a key driver
to gain competitive edge.
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DEVOPS MATURITY ASSESSMENT FOR GLOBAL AIRLINE ALLIANCE
Efficiency in software delivery imapcts revenue. DevOps movement enables
organizations to infuse efficiences access People, Process and Tools.
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IT SERVICES SUPPORTING AIRLINE PRODUCT SUITE
IGT served a leading independent IT services and solutions company by providing
application support, maintenance and enhancement services as the client was
looking for support across their product suite for travel industry.
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OPTIMISING COST BY PROVIDING PROFESSIONAL IT SUPPORT SERVICES FOR LEADING ME
AIRLINE
The largest airline in Middle East wanted to explore opportunities for
incremental improvement and disruptive change in business model. IGT provided IT
professional support services to bring in cost optimization.
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Case Study
SUCCESSFUL FARE FILING MANAGEMENT FOR AIRLINE
Frequent changes to fares due to new routes and code sharing agreements led to
many fare filing errors for the client
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PROVIDING CREW AND BACK-OFFICE SUPPORT FOR WORLD’S LARGEST CRUISE LINE
World's Best Cruise Liners was in need of after-hours travel helpdesk for its
fleet crew members. IGT assigned highly travel skilled crew travel consultants
for specialized services and equipped handling emergency situations and achieved
a CSAT of 87%.
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DEFECT FREE MIGRATION OF TPF TO ZTPF FOR A LEADING GDS
IGT implemented Industry’s first “TPF Cross Functional Impact Matrix” enabling
quick identification of the dependency
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INTERLINE EMD TESTING FOR LEADING INTERNATIONAL AIRLINE
The client, a leading international airline in Asia and Europe wanted to fully
test its newly developd EMD product
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25% INCREASE IN SALES CONVERSION FOR A LEADING OTA
IGT helped increase inbound sales conversion by 25% through re-engineering and
analytics.
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END TO END TRANSITION MANAGEMENT WITH SEAMLESS GO-LIVE FOR LEADING EUROPEAN
HOTEL CHAIN
Our client, a leading hotel group in UK, was undergoing expansion and wanted a
scalable support to which IGT helped with end to end transition management and
resolved over 350k reservation issues.
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Case Study
SUCCESSFUL IMPLEMENTATION OF MICROSOFT DYNAMICS CRM FOR A TURKEY BASED OTA
IGT ensured USD 1.1 million of potential revenue savings due to real time
monitoring
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IMPLEMENTING ROBUST SAP SOLUTION FOR LEADING AFRICAN AIRLINE
IGT enabled integration of all airline core systems to manage direct operating
costs via successful implementation of SAP
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STREAMLINING THE BUSINESS FUNCTIONS VIA MOBILE APP FOR LEADING INDIAN AIRLINE
IGT helped a leading Indian Airline increase the mobile reservations by 50% by
developing a Mobile App strategy
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MANAGING CREW SCHEDULES & PROCESSES FOR US AIRLINE
IGT reduced the crew scheduling errors by 97% for a leading US airline by
managing scheduling, payroll and HR
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ENABLING SEAMLESS ROUND THE WORLD BOOKING (RTW) TOOL FOR ONE OF THE PARAMOUNT
AIRLINE ALLIANCE
IGT worked on consolidating schedules, loyalty and many more complexities to
enable seamless round the world booking
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MANAGING 50K+ CONTRACTS FOR THE WORLD’S PREMIER HOTELS INVENTORY CONSOLIDATOR
IGT content management services helped a leading hotel technology company manage
data gathering, loading, verifiying and publish
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ENABLING 70% REVENUE RETENTION FOR AIRLINE VIA IROPS SUPPORT SERVICES
IGT IROPS desk has enabled upto 70% revenue retention for a leading European
Airline by rebooking passengers on priority carriers
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MISHANDLED BAGGAGE QUERIES FOR AIRLINE
IGT provided services around customer service for delayed & damaged baggage
concerns for a leading US airline
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DELIVERING 77.5% EFFICIENCY GAIN THROUGH AUTOMATING BSP REFUND
IGT supported the Airline Refunds team of a leading US airline by developing RPA
based bot and an auto-decision making module that reduced the manual processing
and delivered 77.5% efficiency gains.
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DIGITAL TRANSFORMATION OF TECHNICAL PROCUREMENT FOR US CRUISELINE
The client wanted to explore automation opportunities in procurement processes,
IGT recommended a consulting exercise to discover 78% efficiency gain could be
achieved with automation.
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DOMAIN LED APPLICATION SUPPORT SERVICES TO LEADING US AIRLINE
IGT provided application support and maintenance services with exceptional
airline domain expertise to one of the leading US airline. It grew from a small
team to become a ‘Trusted Partner’ for Core Technology group.
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Case Study
ENABLING SEAMLESS TRANSITION ACROSS 5 LANGUAGES FOR A LEADING AMERICAN CARRIER
IGT provided contact center support services with exceptional airline domain
expertise to a leading American carrier with a record 100% seamless transition
within 4 months.
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Case Study
RENDERING LARGE SCALE SUPPORT TO THE ASIA'S FASTEST-GROWING OTA
The client, a leading Online Travel Company (OTA) in the Indian subcontinent,
was struggling to keep up with the changing travel trends. IGT helped across
multiple work types in a cost optimized and scalable manner.
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Case Study
ENABLING CONTACT CENTER EFFICIENCIES VIA DIGITAL SOLUTIONS AND SERVICES
One of Europe’s largest e-commerce provider partnered with IGT to implement
customer service as IGT provided customer support services across 5 channels –
Voice, Email, Chat, Back Office and GDS. IGT processes 3.5 lakhs transactions
per month and led to 7% improvement in sales.
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Case Study
HANDLING 70K TRANSACTIONS PER MONTH WITH 98.99% TRANSACTION ACCURACY
Our India based OTA client required top notch customer service with travel
domain experience and capability to ramp up operations scale. IGT ensured to
process more than 125k cases per month and improved closure KPI’s by 25%.
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Case Study
APPLICATION SUPPORT SERVICES TO THE LARGEST HOTEL CHAIN IN THE WORLD
By starting with a pilot project on TPF in order to bring in cost optimization,
IGT went on to become the "preferred partner" of a leading American
multinational hospitality company.
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Case Study
HANDLING APPROXIMATELY 1 MILLION YEARLY CUSTOMER CONTACTS FOR A LEADING US HOTEL
CHAIN
IGT provided reservations, customers service, loyalty calls and email support to
a multi-national hospitality group with a focus on exceptional customer
services.
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Case Study
ACHIEVED 100% TAT THROUGH DIGITAL TRANSFORMATION FOR FRENCH MULTINATIONAL
HOSPITALITY COMPANY
IGT's content management services helped a French multinational hospitality
company achieve 99.95 % overall accuracy and 100 % TAT
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Case Study
AN INTEGRATED IT & BPO SUPPORT SERVICES TO THE HOTEL E-COMMERCE PROVIDER
The client wanted to revolutionize the existing captive support center. IGT
provided an integrated IT and BPO support services with exceptional hospitality
domain expertise.
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Case Study
FULLY SCALABLE DATAMART SOLUTION FOR A LEADING INDIAN AIRLINE
Developed datamart solution that enabled analytical and better decision-making
by airlines. Achieved 5% increase in customer satisfaction score.
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Case Study
INCREASED INFLIGHT SALES USING ADVANCED ANALYTICS FOR A LEADING AIRLINE IN THE
MIDDLE EAST
IGT helped to increase the revenues by 20% in inflight retail purchases from
last year
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Case Study
PROVIDING DEEP TRAVEL DOMAIN KNOWLEDGE AND ANALYTICS PROCESS EXPERTISE TO A
REVENUE OPTIMIZATION FIRM
IGT implemented proven and established data engineering services for client's
current data discovery, data mapping, and data ingestion phases.
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Case Study
DATA PLATFORM MODERNIZATION FOR A LEADING HOSPITALITY SOLUTION PROVIDER
IGT reduced the complexity and turnaround time of the onboarding process of new
properties by modernizing the client's data platform
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Case Study
DATA PLATFORM MODERNIZATION FOR A LEADING AIRLINE IN THE MIDDLE EAST
IGT helped a leading airline to achieve 60% saving on infrastructure cost with
4X times improvement in processing time
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Case Study
EMD DWH FOR A LEADING GDS FOR ITS CUSTOMER AIRLINES
IGT enabled speedy reporting through standalone EMD DWH solution
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Case Study
DATA PLATFORM MODERNIZATION FOR A LEADING CRUISE LINE TO OPTIMIZE COSTS TOWARDS
AIR TRAVEL BOOKINGS
IGT's cost optimization towards bookings helped a leading international cruise
line process an average of 5000 PNRs every hour.
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Case Study
MICROSTRATEGY BUSINESS INTELLIGENCE REPORTING SOLUTION FOR A LEADING RETAIL
CHAIN OF EUROPE
To track accurate performace, IGT enabled client to do in-depth analysis of
sales, inventory, promotions, pricing , target & prediction on stocks
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Case Study
DEVELOPED DEDICATED ANALYTICS CENTRE FOR THE WORLD’S LEADING HOSPITALITY COMPANY
Migrated 24 dashboards and 163 reports to the new platform
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Case Study
OPTIMIZING SALES REVENUE AND GOAL PERFORMANCE FOR A LEADING LUXURY HOTEL CHAIN
Developed precision crafted dashboard targeting sales revenue performance
optimization tailored to the needs of
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Case Study
IT SECURITY COMPLIANCE DASHBOARD AND DATAWAREHOUSE FOR LUXURY HOTEL CHAIN OF
ASIA
Enabled 50 + compliance metrics with live business alerts on critical
non-compliance data like Security threats and breaches
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Case Study
RPA FOR BSP REFUNDS STATUS MANAGEMENT
Enabled 100% accurate data mapping with 40% improvement in overall processing
time.
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Case Study
AUTOMATED CORPORATE CONTRACT LOADING FOR A LEADING GROUP OF HOTELS
IGT’s Automation services helped French multinational hospitality company to
save $400 K in operational expenses and achieve 99.9% data accuracy
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Case Study
TAX REFUND PROCESS AUTOMATION
Enabled 50% reduction in workforce expenses with ability to meet tighter
regulatory compliance SLAs
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Case Study
PASSENGER FAQ CHATBOT
Reduced contact center cost for multiple language support & training and enabled
availability of information on the go and in written form.
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Case Study
AUTOMATED OPERATIONAL REPORTING
IGT helped to reduce the processing time from 60 Hrs. to 4 Hrs. with 100%
accuracy
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Case Study
RPA IN PROCUREMENT FOR SENDING OUT REQUEST FOR QUOTATION (RFQ)
Helped achieved 90% accuracy by reduction in manual errors and oversights and
70 % improvement in overall processing time.
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Case Study
RPA FOR CROSS PCC AUDITING
Increased operational efficiency with Improved accuracy of 95-99% and
accelerated the execution speed to 2X
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Case Study
AUTOMATED IROPS NOTIFICATION
IGT helped a leading Asian airline reduce the processing time up to 40% and
improved quality and accuracy with zero errors.
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Case Study
HR4U CHATBOT
Enabled 45% call volume reduction with more than 2000 number of active chatbot
users
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Case Study
PROCESSING MORE THAN 5 MILLION QUEUES FOR A LEADING US AIRLINE
The leading US airline gains 12% efficiency through automation tools like Ticket
reissue and Exchange tool (TREAT)
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Case Study
INCREASE IN REVENUE AND CSAT FOR A LEADING AIR CARGO IN US
IGT helped increase sales conversion by 44% within a year
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Case Study
AUTOMATED PASSENGER DATA CONSOLIDATION FOR COVID CONTACT TRACING
IGT’s RPA-based solution helped the airline reduce 70% execution time in data
consolidation for Covid-19 Contact Tracing purpose.
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Case Study
STAFF AUGMENTATION SERVICES
IGT helped the client consistently maintain a 1:2 shortlisting and 9:10 joining
ratio by formulating a unique staffing solution.
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