Streamlining the Price Match Process

Automating Price Match Requests from claim validation to refunds.

Customer Overview:

The customer 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:

The Price Match department faced several operational challenges stemming from manual processes and fragmented communication:

• Free-Form Email Data: All requests were received via unstructured emails with attachments, requiring manual interpretation.
• Complex Manual Calculations: Validating lower fares involved time-consuming manual calculations, increasing the risk of errors and losses.
• SLA and Performance Monitoring: Tracking SLA adherence and individual performance relied on manual data gathering from multiple sources.
• Limited Queue Management: Basic queue management led to delays in processing and prioritizing requests.
• Inconsistent Turnaround Times: Manually tracking turnaround times led to inconsistent responses, affecting service quality.

Solution Implemented:

Infarsight deployed a robust workflow automation solution using the Microsoft Power Platform (Power Apps and Power Automate) to automate the intake, validation, and response processes, streamlining operations and enhancing accuracy.

Key Solution Components:

• Automated Ingestion and Ticket Creation: Automatically converted incoming emails into actionable tickets, reducing manual data entry.
• OCR and Machine Learning Integration: Applied Optical Character Recognition (OCR) and machine learning to scan screenshots, extract fare details, and validate predefined information.
• Automated Calculations: Performed complex fare validations and price matching using automated calculations based on minimal inputs.
• Automated Email Templates: Generated predefined email responses based on processing outcomes, improving response times.
• Intuitive User Interface: Provided agents with a streamlined interface for tracking requests, managing workflows, and monitoring status.
• Inter-Department Communication: Enhanced communication by enabling seamless interactions between departments.
• Integrated Reporting and Tracking: Offered role-based access, tracking ticket history, and providing performance dashboards.

Results:

• 70% Faster Task Completion: Automated workflows reduced task processing time, enabling faster resolutions.
• 40% Cost Reduction: Reduced manual workload and resource requirements, leading to lower operational costs.
• 40% Fewer Errors: Automated validations and data extraction minimized human errors.
• 50% Improvement in Customer Satisfaction: Faster responses and accurate fare matching improved the overall customer experience.
• Scalable Workflows: The solution supported the increasing volume of requests, ensuring future scalability.

Infarsight’s automated solution transformed the Price Match department’s operations, reducing errors, improving efficiency, and enhancing customer satisfaction. The scalable, automated workflows ensure that the client can handle growing volumes while meeting SLAs and delivering high-quality service