Case Study: One of the World's Leading Airlines improves response time and CX scores with Soroco Scout

One of the World's Leading Airlines improves response time by 40% with Soroco

A leading European business process services company, servicing one of the world's top airlines, faced a critical operational challenge. Their teams were only meeting 50% of their service level agreements, which risked contract renewal and threatened the airline's customer reputation. Before engaging Soroco, attempted solutions like process mining and manual workshops failed and added significant strain on the team.

Soroco deployed its Scout product to swiftly find and fix the core issues. Scout identified that inefficient processes and disconnected systems were consuming most of the team's time. Soroco then implemented both quick fixes and deeper digital initiatives, which included automation and workflow standardization. As a result, email response times improved by 40%, call times were reduced by approximately 30%, and operator productivity increased by 30-40%, significantly boosting customer experience scores.