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Digital Transformation Programs in global website, Passenger Reservations, Airport Customer Service and Crew for one of the Leading Airlines in North America
Customer Experience TransformationTravel
Case Study

Digital Transformation Programs in global website, Passenger Reservations, Airport Customer Service and Crew for one of the Leading Airlines in North America

The legacy technology systems of one of the Leading Airlines in North America, led to a poor speed to market along with falling CSAT scores. Hexaware implemented digital transformation by modernizing the airline’s legacy systems as well as improving the website’s usability. Using API based interfaces, we were able to create a seamless workflow across all the systems. We created an intuitive UI for their website to bring a consistent user experience for agents and passengers.

Key highlights of this engagement:

  • Over 80% in CSAT scores
  • 23% YOY increase in revenue
  • 10-30 seconds reduction in overall agent handling time
  • A consistent mobile experience for all passengers

Learn how Hexaware transformed the passenger experience for one of the Leading Airlines in North America to help them achieve over 80% in CSAT scores.

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