1. IGT Customer Success Story
Enabling better travel with highly
differentiated customer experience
Handled more than 4.6 Million Calls for Baggage
related queries for a leading American airline
In the past year, there has been a 4.5% rise in passenger numbers to
2.95 billion which has resulted in increase in checked baggage. This
in turn has resulted in 2.84% increase in mishandled bags, thereby
putting tremendous pressure on the baggage handling services
provided by the aviation industry.
InterGlobe Technologies (IGT) handles baggage claims services
helpdesk for a leading American airline, for the past 7 years. The
client is a major U.S. airline headquartered in Chicago, Illinois and
operates worldwide scheduled passenger and cargo services to
more than 1000 destinations.
IGT is responsible for handling external customer inquiries regarding
mishandled baggage and for primary tracing of the bags. This
function, staffed in a 24/7 environment is the first touch point for all
baggage queries for airlines customers.
Major Client Challenges
Mishandled and lost bags are a major reason for customer
dissatisfaction. The client wanted a centralized baggage desk to
handle customer queries for mishandled bags to improve customer
satisfaction scores.
| Customer Success Story
Customer Success Story www.igt.in
Process Highlight
- End-to-End Baggage
helpdesk solution for Pre-
travel and Post-travel
baggage related customer
service including primary
and secondary tracing
- 24x7 Support with flexibility
to scale-up quickly
- Average Volumes – 69099
calls per month
- Headcount - 170+ FTE
- Flexible Staffing Model to
manage seasonal ramps
effectively
- Proactive outbound
program run for
preemptive customer
service to disserviced
passengers
- More than 4.6 Million calls
handled for Baggage
related queries in the past
7 years
- More than 2.5 Million calls
handled for Delayed
baggage in the past 7
years

2. IGT Customer Success Story
Scope of Services
InterGlobe Technologies (IGT) currently provides services around
Customer service for Delayed and damaged Baggage concerns. This
includes servicing inbound calls for pre travel baggage queries
regarding weight and fee, post travel queries like delayed baggage
queries, damaged/pilfered baggage, lost on board articles, locating
lost baggage, facilitating delivery, facilitating claims processing and
assisting airports in coordinating with customers. This is done with a
unique 24x7 Baggage Helpdesk enabling effective customer service.
Special Proactive outbound program is run to provide preemptive
customer service to disserviced passengers even before they call the
baggage helpdesk and also as part of follow ups. This preemptive
program has helped in reducing D-SAT for the airline. IGT also
supports the airport operations in terms of back end tracing, co-
ordinating with the delivery company on delivery of bags etc.
IGT’s baggage desk is a key contributor in servicing customers to
ensure high customer satisfaction.
The Operating Process for Client’s Engagement
The scope of the process entails assisting customer’s queries /
complaints on baggage related issues.
The flow of operations is as follows:
Customer
Pre/Post
Travel
• Carry On Baggage
• Excess Baggage
• Animals
• Checked Baggage Queries
• Special Items
• Bag Issue
• Delayed Bag
• Alleged Pilferage
• Damage Bag
• Compensation
• Claims Update
• Left on Board
• Bag Fee Refund
• Complaints
HUB MANAGEMENT
Bag
Found?
Call
Pre Travel
Post Travel
Update File
Found
Customer
Answer Callbackto
customer
CLAIMS TEAM
Not Found
Benefits Achieved:
- Enhanced customer
satisfaction through
consistently exceeding
stipulated SLA parameters
- Strategic value addition
with proactive updates and
repeat follow-ups to
customers resulting in
10%-12% decrease in
repeat calls for follow up
on delayed baggage
- Reduced D-SAT due to
proactive outreach
program for pre-emptive
customer service

3. IGT Customer Success Story
Value Added Automation
IGT has developed the following automated systems for the airline
process:
These have helped IGT in eliminating dependency on manual work
allocation and management and helped IGT in improving productivity
and accuracy.
Update Management Tool
 Automated tool developed for real time information
dissemination to all agents
 This includes acknowledge functionality to ensure adherence
and compliance
Knowledge Management Tool
 Automated tool developed for ongoing knowledge sharing
and regular assessments
 Knowledge check is done on airline products, updates,
policies and procedures with situational queries
 Helps in evaluating agent readiness to handle situations
Glance Card
 Tool developed to act as a reference tool for all policies and
procedures
 It assists agents with questions covering over 20 areas of
concerns
CRM
 In-house CRM tool developed for capturing and tracking
inbound and outbound calls
 Provides over 10 reports and dashboards to help in detailed
analysis regarding call type, sub call type, station wise
volumes, new reports etc
 Automation of back office CRM is also done to ensure better
work distribution and tracking agent performance
Systems and Tools Used in the Engagement
IGT uses a variety of systems and tools in the Social Media Hub for
the airline:
 Proprietary Software for baggage tracing
 Communication Tools
o Avaya Digital Phones
o Avaya ACD

4. IGT Customer Success Story
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