Case Study: Sky Airline cuts loyalty service costs by 50% with TTEC

Leading airline loyalty program embarks on CX transformation while reducing costs by 50%

Sky Airline partnered with TTEC to modernize its loyalty program as customer expectations shifted toward seamless omnichannel service. The airline needed a cost-effective way to deliver consistent support across channels, products, and customer groups while improving the customer experience and supporting future growth.

TTEC implemented an omnichannel transformation that added chat and self-service options, moved some operations to lower-cost locations, and introduced a knowledge management system to improve consistency and agent efficiency. As a result, Sky Airline cut loyalty program service costs by 50%, increased first call resolution, grew chat volume to about 15,000 per month, and reduced email response times from 7 days to 24 hours.

Sky Airline