Be our Guest: Transform Today to Unlock Success in the Digital Age

Our research says:

The travel and hospitality industry is characterized by luxury and high-level of personalized customer service. The industry is facing tough competition from new disruptive hospitality service providers, low customer retention, high costs, the need to differentiate from competition and offer innovative and unique services from increasingly demanding customers. There is need to revive the personality of this industry and reach out to different classes of customers through their preferred channels and predict the needs of your customers and go the extra mile. Digital technologies are here to help achieve that goal.

Who are our clients?

We have more than 15+ years of experience serving 50+ Travel and Transportation customers around the globe including:

  • Global 5 leading Airlines
  • 4 of the global Top 5 Logistics players
  • 4 of the global Top 5 Railroad companies
  • 3 leading Airports

Why TechM BPS?

  • 6000+ employees servicing the Travel & Hospitality industry
  • Strong leadership team with several years of experience in the Hospitality Domain
  • 2500+ strong research and analytics practice with over 50 clients
  • Strong B2C and B2B customer analytics experience in consumer focused industries such as Travel, Retail, Utilities, and Financial Services
  • We Service the world’s largest airline loyalty program
  • Deep capabilities in brand, web, social media, and loyalty analytics
  • Track record of high quality and timely ramp-ups
  • Improved analytics software to reduce effective operating cost
  • Strong Six sigma and Lean DNA

The Tech Mahindra BPS Edge

Tech Mahindra Business Process Services provides end-to-end services for the Travel and Hospitality sector through analytics, consulting, and automation. We understand that regardless of the level of captive services, shared services or outsourcing, the key competencies of our client will remain business planning, brand management and customer care. So, we have developed solutions that help them focus on improving those key competencies.

Our next-gen solutions based on our platforms like CareXa, SOCIO and UNO help our Travel and Hospitality clients to improve guest satisfaction and ensure customer loyalty, leverage various channels to cater to customer requests and maximize efficiency of operations:

  • Multi-channel workforce management

Workforce
Management

  • Ability to provide service across channels
  • Voice (cloud-based/on premises)
  • Chat/email
  • Social media
  • Mobile apps

Multi-channel
Delivery

  • Process maturity models for
    • Sales
    • Customer service
    • Collections
  • Evaluating capability of and maturity of hospitality business processes

Process Maturity
Models

  • Performance visualization for hospitality
  • Single unified view
  • Dynamic reporting
  • Provide key trends at a click of a button

Business
Intelligence

  • Web/mobile analytics
  • Predictive analytics
  • Campaign management
  • Sales analytics
  • Social media monitoring and analytics
  • Loyalty management analytics
  • Data segmentation and tracking

Analytics

  • Digitized knowledge
    management solution
  • Decision Tree

Knowledge
Management

  • Intelligent virtual assistant-multilevel interactive customer assistance
  • Predictive and preview dialer support

Intelligent Voice
Support

  • Productive management solution
  • WNS email solution)
  • Workflow tool
  • Document management solution

None Voice
Support