Case Study: Cleartrip achieves 21% CSAT increase and seamless self‑service with Genesys

How replacing a multi-vendor system with a unified platform created a seamless and simple customer experience

Cleartrip, a leading online travel company serving India and the Persian Gulf, needed to simplify customer support after a legacy, multi‑vendor telephony setup caused rampant abandoned calls, lost customer IDs on transfers, no real‑time visibility, and heavy dependence on vendors for reporting. The company wanted a unified platform, smarter IVR-driven self‑service, proactive customer identification, and better monitoring and quality management across its four call centers and 300 agents.

Cleartrip replaced the fragmented stack with a Genesys unified voice platform integrated with Salesforce, deploying an advanced IVR and omnichannel agent desktop. The result: 80% of eligible cancellations handled via self‑service, 70% customer recognition, more than 98% first‑time correct transfers, under 1% abandoned IVR calls, a 21‑point increase in service CSAT (65% to 86%) within eight months, and a 90% ROI within a year—plus resilient automatic rerouting during outages.

Cleartrip

Nikhil Godbole

Head of Customer Service