Enabling Contact Center Efficiencies via Digital Solutions and Services

amit3076Case Studies

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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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Business Need

  • Our client was exploring partners to bring in customer service and sales scale in a cost-optimized manner
  • The emphasis was on top notch customer service across multiple languages


  • Processing 350,000 transactions per month (including calls)
  • Consistently exceeding targets across KPI’s including AHT(Average Handle Time), TAT (Turn Around Time) and Accuracy
  • Consistently exceeding sales conversion target, with a 7% improvement in sales conversion within the last 6 months
  • Enabling savings of approx 8 Million Euros yearly through tax recovery

The client is the world’s largest online travel company and one of the largest European e-commerce businesses with more than 18 million customers in 46 countries worldwide.

Solution Areas
IGT provided services across 5 channels – Voice, Email, Chat, Back Office and GDS including:

  • Reservations Sales (Hotel), Offline Sales
  • Customer Service Support, Schedule Change
  • L1 & L2 Service
  • Special Service Request
  • Tax Recovery
  • Invoices
  • Refunds, Refunds Settlement
  • Digital solutions - Robotic Process Automation,
  • Digital solutions – iQD (intelligent queue distribution)
  • Hotel Contract Validation


IGT provided large scale support across multiple work types to the client in a cost optimized and scalable manner. The solution included:

  • Support across 2 locations, 5 support channels including Voice, Email, Chat, Back-office and GDS, and supporting more than 14 Lines of Business
  • Languages Supported - English, Chinese and Japanese
  • Cross Utilization across lines of business where applicable
  • Tools Used: Amadeus, Eptica., Genesys, Time & Tracker CRM
  • Streamlining and automation of Invoice Processing through Robotic Process Automation(RPA)
  • Implemented iQD tool for better efficiency in back office transactions workflow management
  • Consistently exceeding sales conversion target and consistent improvement by the following approach:
    - Sales training to drive critical sales KPIs like conversion and Revenue Margin Improvement
    - A special project to improve conversions
  • Providing specialized service line of tax recovery enabling approx. 8 Mn Euro savings yearly
  • Implemented QA process including critical success factors to ensure high accuracy