Case Study: One of the Largest Online Travel Agencies Achieves 16% Revenue Growth with WNS Analytics

A Leading Online Travel Agency Increases Revenues by 16 Percent with Actionable Analytics

The Largest Online Travel Agency, one of the world’s biggest online travel retailers, was seeing declining revenues and market share because it relied too heavily on its website and lacked a strong offline strategy. Customers were still reaching out through phone, fax, and mail, and call volumes at the contact center were uneven, creating a need for a better approach. WNS used analytics to identify the offline channel as a new revenue opportunity.

WNS implemented customer segmentation, profitability and lifetime value analysis, agent performance evaluation, and better staffing at peak times, along with a strategy for lower-value customers. As a result, WNS helped the Largest Online Travel Agency increase offline revenues by 16 percent and raise sales conversion rates to 21 percent, delivering a strong top-line impact.