IBM has announced the extension of their relationship with Jet Airways, to provide a comprehensive solution for customer contact centre operations, including improved analytics capabilities as well as an IT infrastructure refresh. Under this agreement, IBM will provide contact center and back office services for the airline’s 11 lines of business covering its domestic and international reservations, Jet Privilege program, cargo, re-issues, refunds and helpdesk services. The solution not only includes implementation of an Interactive Voice Response (IVR) system to improve service levels but also Advanced Analytics technologies to provide increased revenue through insights gained while managing the contact centre. A revenue increase by INR 20 crore and substantial cost savings expected as a result of this project.
Jet Airways wanted to streamline its operations and bring in technology expertise which would increase its flexibility and scalability to help them gain competitive advantage and strengthen their leadership position.The IBM solution helps Jet Airways improve its customer service by reducing its total cost of ownership through the implementation of IVR and automation, which allows it to derive higher revenues with the use of advanced analytics technologies. IBM will also rebadge Jet Airways existing contact centre personnel.
Elaborating on the engagement, Manish Dureja, VP Marketing, Jet Airways said “Three years ago, we engaged IBM to help us transform our core IT Infrastructure to keep pace with rapid business growth projections and add to our competitiveness in the market. Since then, our relationship with IBM has grown and strengthened further, and today we are happy to extend this relationship to our contact centre so that our customers will benefit from IBM’s high service level offerings.
As a strategic partner, IBM already provides a host of services to Jet Airways, including data centre operations, end user services, central helpdesk, network management services, server storage operation, and security services. In addition, IBM is responsible for application management services for the carrier including ERP, flight operation, revenue management, roster and crew management, cargo management, customer relationship information system, aircraft maintenance and operations system, baggage reconciliation system and sales force automation.
“In order to improve service levels to its customers and reduce the recurring cost pressures in the aviation market, Jet was looking to transform their customer care and back-office functions while ensuring job continuity for its employees,” said Anuj Kumar, GM, IBM India Global Process Services. “This deal marks a significant milestone in the longstanding relationship that IBM has with Jet Airways, and we are committed to helping them elevate their customer experience and future growth.”