IGT's Social Media Case Study


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IGT's Social Media Case Study

  1. 1. IGT Customer Success Story Managing highly effective social customer engagement for a leading European airline . The client is a leading European airline and operates worldwide scheduled passenger and cargo services to more than 90 destinations from it’s hub at Amsterdam Airport Schiphol. They are the pioneers among airlines in social media space with extensive presence on various social media platforms. They use these platforms for servicing customers, running marketing campaigns and for developing services. Major Client Challenges With the increased popularity of social media and the viral reach of the medium, it was becoming critical for the airline to manage customer service on social media in various global/different languages across local platforms with maximum reach and coverage. Scope of Services InterGlobe Technologies (IGT) currently provides services around Social Media Campaigns, PNR Re-booking & Servicing, Fares & Ticketing, New Bookings, Baggage Tracing, Loyalty Management, Check-In & Re-check-in, Alliances Partner Network, Flight Information, Compliment Forwarding and Complaint and Customer Care on social media. This is done with a unique 24x7 Social Media Hub enabling effective social customer engagement with capability across 8 languages. IGT provides multi-lingual support from delivery centers across 3 countries. On-demand Irregular Operations (IRROPS) services also provided to the airline. Till March’13 1053 PNRs rebooked across 16 activations so far with average processing time of less than 10 minutes, which is considerably better than industry average SLA’s. During a major snow storm in Europe in Dec-2012, all activations were done within 45 minutes. | Customer Success Story Customer Success Story www.igt.in Process Highlight - End-to-End Multi-lingual Social Media Solution with Listening, Monitoring & Re- issue Functions - 24x7 Support with flexibility to scale-up quickly - Average Volumes – 45000 tweets/comments per month - Headcount - 70+ FTE - Languages - Brazilian Portuguese, Italian, Norwegian, French, Russian, English, German, Japanese, Simplified Chinese - Resources with native linguistic skills for all languages - On demand IRROPS using social media across 16 instances
  2. 2. IGT Customer Success Story The Operating Process for Client’s Engagement The scope of the process entails assisting customer’s queries / complaints on social media channels. The flow of operations is as follows: - Customers put comments or tweets on the client’s Facebook and Twitter pages - All the tweets and Comments are directed to CRM tool at Client’s social media command centre - All tweets and comments are uploaded into IGT’s queues which are specially customized keeping regions and languages in consideration. (on daily basis we get around 1500 tweets/comments in these queues) - IGT social media hub picks all cases as per FIFO (First in First out) algorithm and assign conversation number to them - Assigning of conversation number and the first response to conversation should be completed within 60 minutes - Once the conversation number is assigned an assessment is done to change the status of conversation to “Actioned” or “Mark as reviewed”. Actioned conversations are conversations where the discussion needs to be taken forward to further evaluate or respond. “Mark as reviewed” are the conversations where no further evaluation or response is required. - For the actioned conversation a case is generated (till now IGT has fixed nearly 20,000 cases) and action is taken as per escalation matrix defined by the client. If the case is of standard conversation the resolution is picked from the KMS else the matrix provide appropriate group name which needs to be referred - The escalation matrix has around 8 chatter groups based in Client social media command centre who suggest the best possible solution for the case - Resolution is commented back on the twitter or Facebook Systems and Tools Used in the Engagement IGT uses a variety of systems and tools in the Social Media Hub for the airline: - Salesforce.com - ALTEA - Worldtracer Training Methodology Extensive process training with train the trainer approach is conducted for equipping each resource with essentials for efficient operation of the social media hub. 4 weeks of process training is conducted on below mentioned topics: - Rules of engagement - Tools and systems Benefits Achieved: - Enhanced customer satisfaction with quick resolution - Strategic value addition with best practices on IRROPS management - Globalized support in localized manner with multi lingual capabilities - Innovative customer support mechanism over a new channel
  3. 3. IGT Customer Success Story - Salesforce.com - InterGlobe Technologies (IGT) is a leading BPO & IT Services provider committed to delivering innovation and business excellence across the entire spectrum of the travel, transportation and hospitality domain. Ranked amongst the World’s Top 3 Travel Technology Solutions providers, the company offers integrated Application Development and Maintenance, Call Center Services, Back Office Services, Consulting Services and Solution Frameworks to the travel industry worldwide. InterGlobe Technologies Pvt. Ltd. InfoTech Centre, 2nd Floor 14/2, Old Delhi-Gurgaon Road Dundahera, Gurgaon – 122016 Haryana, India T +91 (0)124 458 7000 F +91 (0)124 458 7198 www.igt.in