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Digital Transformation

Over the past few years, digital transformation has not only influenced technologies but also fundamentally changed how businesses deliver value to their tech-savvy customers. Due to this, the travel business models are also constantly evolving, coercing the company management / owners to focus on the core operations and strategies of the business , while outsourcing the non-core business processes to external suppliers with core competencies in such services providing the opportunity to these travel companies to effectively reduce efforts, cost and time. 

Hexaware offers a wide range of Business Process services to verticals like Customer Experience, Finance & Accounting, Human Resource Management, Back Office helpdesk and Call centers. 


Customer Experience Services

  • One of our Success Stories where we continue to provide outstanding customer experience services, is for a major professional services processing company operating in more than 100 countries around the globe. Hexaware offers its Contact Center Transformation Services to travel businesses with focus on providing Omni Channel Experience, Personalized Experience, Digital based Relationship Management, Smart Automation, Integrated Agent View & Seamless Bot-Human Tango amongst other functions. 
  • We also offer business process automation for other back office operations using RPA (Robotic Process Automation), BPM (Business Process Management) based workflow automation, chatbots, email-bots, voice bots and automated translation services.


Robotic Process Automation (RPA)

We offer disruptive BPO services based on RPA, Machine Learning, Artificial Intelligence and Natural Language Processing using our Digital Managed Services (DMS), Digital Workforce & HiPAS models  across contract management, invoice processing, proration and so on.

Travel BPO services 

Hexaware offers its BPO services to Travel Companies in the below areas:

  • Front Office Operations
  • Calls/ Email/ SMS support in all languages
  • Bookings via call/Email and chat
  • Updation and cancellations
  • Status tracking
  • Complaints Management & Escalation desk – Grievance Management
  • Social Media Management
  • Outbound calling for Sales, Up sell & Cross sell 
  • Automation Led Services
  • Automated advice & warnings using AI & Chatbot on Travel Companies Program Messenger
  • Chat/Voice Bot for self-service & bookings of flights and hotels in Travel Companies App
  • Status tracking and communication via automated Email/SMS
  • Chatbot for FAQs
  • Recommendations based on ratings
  • Back Office Operations
  • Horizontal Business Functions
  • F&A
  • HR (incl. benefits and payroll)
  • Procurement and SCM
  • Industry specific core functions
  • Revenue Accounting & Audit
  • Proration
  • Refunds processing
  • Queues processing

Revenue Accounting

Sales processing

  • Bank Deposit Reconciliation with BSP / ARC & Own Sales
  • Manual Updation / Capture of Sales Reports, Audit Coupons, Sales Controls
  • Sales Suspense Account Reconciliation
  • BSP/ARC / Own Sales Billing Analysis Summary reconciliation
  • Identify unmatched provisional usage and ensure proper processing
  • Identify unaccounted or unreported Sales and take corrective actions
  • Third Party / Debtor Invoice Generation & Printing
  • Incentive / Overriding Commission – Contract Capture / Updation

Uplift Processing 

  • Capture Flown Coupon Listing
  • Identify Missing Flown Coupons
  • Average Yield & Surcharge Capture / Updation for Estimation
  • Estimated Values Review
  • OAL Ticket Data Capture / Updation

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