Case Study

Online Travel Marketplace Transforms Customer Experience with Managed Services Solution

Established in Amsterdam, this American travel technology company has grown from a Dutch start-up to one of the world’s leading digital native travel companies. With a mission of investing in technology that takes the friction out of travel, the company’s digital platforms seamlessly connect millions of travelers with memorable experiences and provide a range of transport options and incredible places to stay. The online travel company wanted a partner to manage mission-critical IT systems spanning business-as-usual operations, cybersecurity, detection of customer and payment fraud, customer abuse, high risk transaction, IT helpdesk and SAP development.

The travel marketplace selected Infosys as its extended IT enterprise, a first for the global company for end-to-end integrated digital solutions with operations consolidated in Romania.

Key Challenges

  • Ensure seamless resolution of 100,000+ monthly customer interactions and transactions, including booking, cancellation, and modification
  • Improve and reduce the time taken for fraud detection and customer abuse
  • Improve customer satisfaction
  • Enable real-time credit card transaction monitoring
  • Finalize scope of the engagement remotely during the Covid-19 pandemic

Ready to experience?


The Solution

Boosted effectiveness of digital platform for seamless and secure customer and partner interactions

Infosys adopted a managed services model to transition IT operations of the global travel company.

Our SMEs conducted online meetings to understand business requirements and organized 32 solution workshops remotely across the IT landscape. Infosys defined and implemented an end-to-end solution covering cybersecurity, fraud monitoring, IT helpdesk, and SAP development.

Our comprehensive technology solution transformed IT from a cost center to a revenue stream. The digital travel marketplace registered a high success rate for its 100,000+ monthly customer interactions and transactions, including booking, modification, and cancelation. Significantly, our cybersecurity solution safeguarded customers and partners from payment fraud.

Suite of digital solutions provides a seamless travel experience

  • Improved analyst efficiency by 15%
  • Reduced agent learning curve by 30% via intervention by the Fraud Analytics Center of Excellence
  • Fraud detection increased by 5%
  • Reduction in customer abuse


Enhanced responsiveness and resolution of queries / issues

Improved accuracy of fraud detection

Improved analyst efficiency

All teams at one strategic location in Romania