air deccan the first low cost airlines in india

7/31/2019 Air Deccan the First Low Cost Airlines in India

1/4

==

Case Study

Air Deccan

Aspect Provides Air Deccans India Contact Centre

with Unified Capabilities for Simple, Fast and Efficient

Customer Service

The CompanyAir Deccan, which started operations in 2003 as Indias first low-cost carrier,is a business unitof Deccan Aviation Private Limited, Indias largest private heli-charter

company. It connects 55destinations in India with 265 flights daily, making it the second largestdomestic airline in India.

The airline currently operates a fleet of 14 Airbus A-320 Aircraft and 21 ATR

TurbopropAircraft with about two aircrafts being added each month. Having flown morethan 5.8 million

Products

Aspect

Unified IP

Results


2/4

.

passengers since its inception, Air Deccan has experienced very rapid growthdue to its

aggressive expansion initiatives.

Since Air Deccan deals with travelers at all times, communication is key inproviding theircustomers the best service possible. In 2005, Air Deccan moved its then 60-seat contact centreto a new state-of-the-art contact centre facility in Bangalore thataccommodates 100 agents,enhancing the companys handling capacity several times over. The contactcentres primaryobjective was to help the airline tap into a potential base of customers whowanted to fly but hadneither internet access nor credit cards. Also, the centre would support itsinteractive website by

handling its customer inquiries, bookings and air ticket cancellations.

The Business ChallengeTo achieve the success as Indias first low-cost airline, Air Deccan adopted anarray of new

procedures. Besides doing away with in-flight meals, reducing the crew andadding more seats

per flight, it introduced the system of electronic ticketing through which it wasable to offertickets at 25 to 30 percent lower prices than those of full-service carriers.Using Air Deccansinteractive website (www.airdeccan.net), customers can book their e-ticketsdirectly overthe Internet. This website became very popular and soon grew to become oneof the largeste-commerce sites in India.

Air Deccan had a number of challenges that it needed to address as it grew.

This includedmaintaining its competitive edge of providing simple, fast and efficientticketing solutionsand customer service, automating its customer interactions to allow agents toeasily managemultiple types of interactions, as well as continue to improve overall

performance. Finally, the

contact centre needed to be able to keep pace with evolving global andnational customerrequirements for a wider array of services.

Air Deccan realised that its new contact centre required a robust, unified

contact centresolution that would support multiple interaction channels including voice,email, web chat andself-service. The airline aimed to simplify all its contact centre services andfunctionalities tomake each process more convenient and more easily accessible to passengers.After evaluatingvarious options, Air Deccan chose Aspect Unified IP.

Responds to 25,000 customercalls on peak days and anaverage of 12,000 per day,generating up to 15 percent ofall ticket sales revenue throughits contact centre.

Improved inbound callhandling by 22 percent.

Increased agent productivityby 30 percent.

Better customer contacts andhigh rate of conversion.

Call monitoring of customersfor internal purposes.

Aspect Unified IP has met our

expectations and is supportingour rapid growth. We startedwith a 100-seater and are nowexpanding our contact centreto 130 seats with plans to scaleup to 230.

Col. Arvind SaksenaChief Information Officer,Air Deccan

2009 Aspect Software, Inc. All

Rights Reserved.


3/4

The SolutionAir Deccan selected Aspect Unified IP because of its proven offering ofhigh reliability,

scalability, flexibility and comprehensive functionality on one platform, saidCol. Arvind Saksena,chief information officer at Air Deccan. Combined with around-the-clockcustomer service fromAspect and the support of its technology centre in Bangalore, Aspect Unified IPwas the rightchoice for us. Weve improved our call handling, increased agent productivityand are turning ourcontact centre into a stronger revenue generator for the business as a whole.

CASE STUDY

Air

Deccan selected AspectUnified IP because of its provenoffering of high reliability,scalability, flexibility andcomprehensive functionality onone platform. Combined with

Aspect Unified IP is a complete contact centre solution that unites inbound,

outbound and

blended multichannel contact (voice, email, web and fax), while alsodelivering voice portal,recording and quality management, and unified reporting and administrationcapabilities. Inaddition, Aspect Unified IP provides application service provider (ASP)capabilities enablingservice providers to host multiple clients segmented as individual tenants.Architected and builtfrom the ground up to scale from ten to thousands of seats, it incorporates arobust set of corefeatures that support sophisticated contact strategies for both session initiation

protocol (SIP)-

based voice over IP (VoIP) and traditional voice.As part of the implementation, Air Deccan integrated its booking engine with

the universalAirlines Reservation Maintenance Software to provide real-time informationabout flightschedules, arrivals and departures to callers. Aspect provided all the necessaryequipment andhardware with software integration from Wipro, a provider of integrated

business, technologyand process solutions.

ResultsAir Deccan experienced immediate improved productivity. Using AspectUnified IP, the airlinewas able to attend and respond to as many as 25,000 customer calls on peakdays. The voice

portal capability of Aspect Unified IP enabled Air Deccan to offer customerspromotional offers,flight information, reservations, rescheduling services, ticket cancellation

packages and refundsvia an automated menu. Passengers could book their air tickets through the

portal and thosewithout credit cards could hold their bookings by paying in cash within 24hours at a hold-and-

pay facility or at an airport reservation counter. As most of these types oftransactions are nowautomated, agents have time to address more complex customer issues.

Whether customers choose to speak to an Air Deccan agent directly or use the

voice

portalsmenuoptions,

the Aspect Unified IP automaticcall

distributor (ACD) intelligently


4/4

routes thecall based on the dialled numbers (DNIS), calling party identification (ANI),available agents,customer profile, service levels or defined business rules. The ACD also helpsmanage overflowrouting, call re-routing based on queue statistics, abandoned call recuperation andmultisiterouting.

The universal queue capability in Aspect Unified IP organises incoming contacts

across allcommunication channels in a single queue and routes them to the most appropriateagent,taking wait times, incoming traffic volumes and service levels into consideration.This enablesAir Deccan to make changes to the provisioning rules without stopping andstarting systems,campaigns or services. In addition to voice channels, Air Deccans contact centreagents cancontinue to take calls or interact with customers via text chat/messaging.

The automatic outbound dialling feature enables Air Deccan to use multiple

dialling options,such as predictive, preview, timed preview and manual to deliver a messageinvolving flightstatus when a customer answers his or her phone, to respond automatically to anumber offollow-up questions and to route the answering customer to a live agent ifnecessary. It also fullyintegrates email management for sending, receiving, routing and auto-respondingto emails.

Making sure that customers receive a quality experience from their contact centre

agents is veryimportant to Air Deccan. By using the multichannel recording and quality

monitoring system inAspect Unified IP, Air Deccan is able to review interactions between its agentsand customers,and provide offline or real-time coaching to the agents.

About AspectAspect provides software and consulting services that turn the potential of unifiedcommunications into real businessresults across the enterprise and in the contact centre. Applying 35 years of insightand experience, Aspect helps morethan two-thirds of the FORTUNE Global 100, as well as small and mediumenterprises, power their business processeswith communications. For more information, visit www.aspect.com.

.around-the-clock customerservice from Aspect and thesupport of its technologycentre in Bangalore, AspectUnified IP was the right choicefor us. Weve improved ourcall handling, increased agent

productivity and are turning ourcontact centre into a strongerrevenue generator for the

business as a whole.Col. Arvind SaksenaChief Information Officer,Air Deccan

Corporate Headquarters300 Apollo DriveChelmsford, MA 01824978 250 7900 office978 244 7410 fax

Europe & Africa Headquarters2 The Square, Stockley ParkUxbridgeMiddlesex UB11 1AD+(44) 20 8589 1000 office+(44) 20 8589 1001 fax

Asia Pacific & Middle EastHeadquarters1 Raffles Place #58-00OUB CentreSingapore 048616+(65) 6883 5059 office+(65) 6534 0484 faxaspect.com

2 Case Study Air Deccan 2009 Aspect Software, Inc. All Rights

Reserved. 3170GB-E 5/09

air deccan the first low cost airlines in india

Documents