For pioneers of India’s Online Travel Industry

Business Need:

  • Address the ongoing pain area that running applications for business processes are unable to handle errors in processes such as Sales, Ticketing, Loss, Follow-Up, Cancellation etc. resulting in revenue loss and un-accountability of a global network of travel agents in customer experience and revenues.
  • Automated work allocation of tasks that have failed in the main application to agents based on their specialization, skill matrix, productivity matrix, current work load, and availability.

Solution:

  • Use of BPM Human Task workflows to initiate as and when a request fails in the main system.
  • Automatic allocation of tasks to Agents basis grids defined in the application defining their specialization, skill matrix, productivity matrix, current work load, and availability.
  • Implementation of Solution in cluster mode to ensure 99% availability of application.

Key Highlights:

  • Reduction in TAT per failure transaction.
  • Improving Customer experience by ensuring that Customer request which have failed are followed up and there is no revenue loss to the organization.
  • Work Allocation functionality resulting efficient usage of Customer representative efficiency and higher productivity.

Key Products:

  • Oracle Service Oriented Architecture
  • Oracle BPM
  • Oracle ADF
  • Oracle BAM for reporting

Write to us

Your Name (required)

Your Email (required)

Subject

Your Message

captcha
Enter letters in the above image