Case Study: Leading Airline in North America achieves improved customer experience and reduced agent handling time with Hexaware

Leading Airline in North America - Customer Case Study

Leading Airline in North America, a major U.S. carrier headquartered in Atlanta, engaged Hexaware to modernize its Customer Management System (AXIS) to enhance customer experience and streamline call flow. The airline needed a single user interface to consolidate multiple applications (Rejects, Groups, JV, etc.), support growing work‑at‑home agent capacity, reduce average handle time (AHT) and FTEs for non‑automated processes, and shorten new‑hire ramp‑up.

Hexaware implemented AXIS using an onsite‑offshore delivery model, service‑oriented architecture, reusable web components and framework‑based design (Java EE/GWT, WebSphere, Spring, web services), plus GUI customization for agents. The solution empowered agents with real‑time customer insights and suggestive actions, cut new‑hire AHT by 10–20 seconds in six months and overall AHT by 10–30 seconds, reduced training by three days (22→19), supported work‑at‑home, and avoided a $600K JDK/TUX CMS upgrade, delivering measurable cost and performance gains for the airline.