Automate Post Travel Operations using Power Apps

Optimizing Post-Travel Workflows with Microsoft Power Platform for Faster Resolutions and Cost Savings

Customer overview

The client is one of the largest American travel and hospitality conglomerates, focused on packaged travel and resort/brand management across Mexico, the Caribbean, Hispanic America, Europe, and the Middle East.

Challenges

• Data Overload:
  • All customer requests and complaints were received via emails (free form or formatted) or through online forms and contact centers.
• Manual Processing:
  • Emails were manually filtered through Outlook and sent to a central system for processing based on received dates, creating a time-consuming process.
• Resource and SLA Issues:
  • SLA management, individual performance tracking, and turnaround times (TAT) were inefficient due to manual data gathering and basic queue management.

KPI's Impacted

• AHT (Average Handling Time)
• Agent Performance
• TAT (Customer Resolution TAT)

Process Description:

The post-travel department manages customer complaints and requests related to hotels, airlines, car rentals, and other vendors.

Modes of Communication:

1. Email (MS Outlook): Emails from customers detailing issues faced during their travel were received in unstructured formats and filtered into relevant folders.
2. Online Forms: Customers filled out forms on the website, which triggered emails automatically routed to the appropriate folder.
3. Contact Center: Agents documented issues manually and sent emails to designated addresses, later categorized using Outlook rules.

Solution Implemented:

Tool Used: Microsoft Power Platform (Microsoft Power Apps and Power Automate)

Highlights of the Solution:

• Automated ingestion and creation of tickets based on predefined rules.
• Eliminated unwanted emails using keyword and context mapping.
• Automated and optimized email routing with cyclic ticket assignments.
• Provided an intuitive user interface for tracking tickets.
• Enabled seamless inter-departmental communication.
• Integrated email responses directly through the platform.
• Tracked and displayed ticket history across different systems.
• Enabled role-based user access and integrated report management.

Business Impact:

• 70% Acceleration in task completion through streamlined automation.
• 40% Cost Reduction in labor by eliminating manual interventions.
• 40% Error Reduction in processing customer requests.
• 50% Improvement in customer satisfaction through faster turnaround times.
• Enhanced Scalability to accommodate growing workloads and complex workflows.

Infarsight’s automation of the post-travel workflow transformed the client’s operations by reducing manual effort, minimising errors, and improving overall efficiency. This scalable solution empowered the client to deliver quicker resolutions and enhanced customer satisfaction, setting the foundation for sustained growth in customer service capabilities