TRAVEL

HCL helps increase bookings for an online travel portal specializing in last-minute deals

Our client is UK’s leading online travel & leisure retailer, with over 1.65 million visitors per week. It provides customers with the best options to maximize leisure time

In our 5 year relationship, our areas of engagement spanned: 24x7 application maintenance, support and enhancements Bespoke application development, and Independent verification and validation services

BACKGROUND

CHALLENGES / OBJECTIVESSNAPSHOT

Vertical: Travel, Transportation & Logistics Micro-vertical: Travel Service Areas: Application Maintenance, Support &

Enhancement, Bespoke Application Development, IV&V

Technologies: J2EE, JBuilder 6, Informix 9.3, ATG Dynamo 4.1, Red Hat Linux 8, JBoss 3.2.3, Tomcat-4.0.4, XML, VXML, IVR (Nortel) Perforce, Homesite 4.5 (Windows), Forte Windows / Linux), CRT (Windows), x2vnc (Linux) Reporting, Informatica 6.2, Oracle Business Objects 5.1

The client wanted to increase its ‘Hit-to-Book’ ratio by allowing mobile booking as a new viable channel

Need for an ‘enhanced website experience’ for end customers through new website features

Improve customer service, and reduce high contact center operational costs

Streamline Business Intelligence reporting to help management make better business decisions

RESULTS / BENEFITS

THE SOLUTION We were able to provide a tremendous cost advantage by offshoring the website enhancement,

maintenance and support engagements By building a Dynamic Packaging solution with IVR capabilities, our client was able to offer

better services which helped increase productivity, and thereby generated higher revenues We also extended services to upcoming new platforms like mobile WAP applications, and

integrated them with GIS We provided support for pre-sales activities like promo codes (specific promotion code numbers) We streamlined daily, weekly and monthly MIS reporting where over 200 reports on various

categories were developed By introducing Informatica [which replaced Perl scripts that consumed a lot of time], our client

has experienced significant savings in its operating costs

Significant increase in bookings Increased revenues by improving customer service, customer response and service times Increased operational efficiency by generating reports more easily and quickly, which led to

key sales and product profitability decisions Reduced contact center operating cost Reduced website TCO