1. IGT Customer Success Story
Managing highly effective social customer
engagement for a leading European airline
.
The client is a leading European airline and operates worldwide
scheduled passenger and cargo services to more than 90
destinations from it’s hub at Amsterdam Airport Schiphol. They are
the pioneers among airlines in social media space with extensive
presence on various social media platforms. They use these
platforms for servicing customers, running marketing campaigns and
for developing services.
Major Client Challenges
With the increased popularity of social media and the viral reach of
the medium, it was becoming critical for the airline to manage
customer service on social media in various global/different
languages across local platforms with maximum reach and coverage.
Scope of Services
InterGlobe Technologies (IGT) currently provides services around
Social Media Campaigns, PNR Re-booking & Servicing, Fares &
Ticketing, New Bookings, Baggage Tracing, Loyalty Management,
Check-In & Re-check-in, Alliances Partner Network, Flight
Information, Compliment Forwarding and Complaint and Customer
Care on social media. This is done with a unique 24x7 Social Media
Hub enabling effective social customer engagement with capability
across 8 languages. IGT provides multi-lingual support from delivery
centers across 3 countries.
On-demand Irregular Operations (IRROPS) services also provided to
the airline. Till March’13 1053 PNRs rebooked across 16 activations
so far with average processing time of less than 10 minutes, which is
considerably better than industry average SLA’s. During a major
snow storm in Europe in Dec-2012, all activations were done within
45 minutes.
| Customer Success Story
Customer Success Story www.igt.in
Process Highlight
- End-to-End Multi-lingual
Social Media Solution with
Listening, Monitoring & Re-
issue Functions
- 24x7 Support with flexibility
to scale-up quickly
- Average Volumes – 45000
tweets/comments per
month
- Headcount - 70+ FTE
- Languages - Brazilian
Portuguese, Italian,
Norwegian, French,
Russian, English, German,
Japanese, Simplified
Chinese
- Resources with native
linguistic skills for all
languages
- On demand IRROPS using
social media across 16
instances

2. IGT Customer Success Story
The Operating Process for Client’s Engagement
The scope of the process entails assisting customer’s queries /
complaints on social media channels.
The flow of operations is as follows:
- Customers put comments or tweets on the client’s Facebook and
Twitter pages
- All the tweets and Comments are directed to CRM tool at Client’s
social media command centre
- All tweets and comments are uploaded into IGT’s queues which
are specially customized keeping regions and languages in
consideration. (on daily basis we get around 1500
tweets/comments in these queues)
- IGT social media hub picks all cases as per FIFO (First in First out)
algorithm and assign conversation number to them
- Assigning of conversation number and the first response to
conversation should be completed within 60 minutes
- Once the conversation number is assigned an assessment is done
to change the status of conversation to “Actioned” or “Mark as
reviewed”. Actioned conversations are conversations where the
discussion needs to be taken forward to further evaluate or
respond. “Mark as reviewed” are the conversations where no
further evaluation or response is required.
- For the actioned conversation a case is generated (till now IGT has
fixed nearly 20,000 cases) and action is taken as per escalation
matrix defined by the client. If the case is of standard conversation
the resolution is picked from the KMS else the matrix provide
appropriate group name which needs to be referred
- The escalation matrix has around 8 chatter groups based in Client
social media command centre who suggest the best possible
solution for the case
- Resolution is commented back on the twitter or Facebook
Systems and Tools Used in the Engagement
IGT uses a variety of systems and tools in the Social Media Hub for
the airline:
- Salesforce.com
- ALTEA
- Worldtracer
Training Methodology
Extensive process training with train the trainer approach is
conducted for equipping each resource with essentials for efficient
operation of the social media hub. 4 weeks of process training is
conducted on below mentioned topics:
- Rules of engagement
- Tools and systems
Benefits Achieved:
- Enhanced customer
satisfaction with quick
resolution
- Strategic value addition
with best practices on
IRROPS management
- Globalized support in
localized manner with multi
lingual capabilities
- Innovative customer
support mechanism over a
new channel

3. IGT Customer Success Story
- Salesforce.com
-
InterGlobe Technologies (IGT) is a leading BPO & IT Services provider committed to delivering
innovation and business excellence across the entire spectrum of the travel, transportation and
hospitality domain.
Ranked amongst the World’s Top 3 Travel Technology Solutions providers, the company offers
integrated Application Development and Maintenance, Call Center Services, Back Office Services,
Consulting Services and Solution Frameworks to the travel industry worldwide.
InterGlobe Technologies Pvt. Ltd.
InfoTech Centre, 2nd Floor
14/2, Old Delhi-Gurgaon Road
Dundahera, Gurgaon – 122016
Haryana, India
T +91 (0)124 458 7000
F +91 (0)124 458 7198
www.igt.in