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Case Study

Online Travel Marketplace Transforms Customer Experience with Managed Services Solution

American travel technology company was established in Amsterdam and has grown from a small Dutch start-up to one of the world’s leading digital native travel companies. With a stated mission of investing in the technology that helps take the friction out of travel, Client’s digital platforms seamlessly connects millions of travelers with memorable experiences and provide a range of transport options and incredible places to stay.

The world’s largest digital native travel company wanted a partner to manage mission critical IT systems spanning business as usual operations, Cyber security, detect customer fraud, 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 the end to end unique integrated digital solution provided & consolidation of work in Romania location

Key Challenges

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

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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
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Benefits

Enhanced responsiveness and resolution of queries / issues

Improved accuracy of fraud detection

Improved analyst efficiency

All teams at one strategic location in Romania