{"id":177125,"date":"2025-10-24T11:00:15","date_gmt":"2025-10-24T11:00:15","guid":{"rendered":"https:\/\/www.igtsolutions.com\/?page_id=177125"},"modified":"2025-10-24T11:46:12","modified_gmt":"2025-10-24T11:46:12","slug":"backlog-reduction-and-enhanced-customer-experience-with-smart-outsourcing-and-ai-innovation-for-a-leading-airline","status":"publish","type":"page","link":"https:\/\/www.igtsolutions.com\/thought-leadership\/case-studies\/backlog-reduction-and-enhanced-customer-experience-with-smart-outsourcing-and-ai-innovation-for-a-leading-airline\/","title":{"rendered":"89% Backlog Reduction and Enhanced Customer Experience with Smart Outsourcing and AI Innovation for a Leading Airline"},"content":{"rendered":"
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89% Backlog Reduction and Enhanced Customer Experience with Smart Outsourcing and AI Innovation for a Leading Airline<\/h1><\/div><\/div><\/div>
CASE STUDIES<\/span><\/div><\/div><\/a><\/div><\/div><\/div><\/div>
\"Image\"<\/span><\/i>Download<\/a><\/div>
A<\/span> <\/span>leading<\/span> <\/span>European<\/span> <\/span>airline<\/span> <\/span>partnered<\/span> <\/span>with<\/span> <\/span>IGT<\/span> <\/span>Solutions<\/span> <\/span>to<\/span> <\/span>resolve<\/span> <\/span>a<\/span> <\/span>160<\/span>,<\/span>000-claim<\/span> <\/span>backlog<\/span> <\/span>caused<\/span> <\/span>by<\/span> <\/span>fragmented<\/span> <\/span>processes<\/span> <\/span>and<\/span> <\/span>manual<\/span> <\/span>workflows<\/span>.<\/span> <\/span>Through<\/span> <\/span>process<\/span> <\/span>reengineering<\/span>,<\/span> <\/span>AI-powered<\/span> <\/span>automation<\/span>,<\/span> <\/span>and<\/span> <\/span>centralized<\/span> <\/span>claims<\/span> <\/span>management<\/span>,<\/span> <\/span>IGT<\/span> <\/span>Solutions<\/span> <\/span>reduced<\/span> <\/span>the<\/span> <\/span>backlog<\/span> <\/span>by<\/span> <\/span>89%<\/span>,<\/span> <\/span>boosted<\/span> <\/span>agent<\/span> <\/span>productivity<\/span> <\/span>by<\/span> <\/span>120%<\/span>,<\/span> <\/span>cut<\/span> <\/span>training<\/span> <\/span>time<\/span> <\/span>by<\/span> <\/span>70%<\/span>,<\/span> <\/span>and<\/span> <\/span>significantly<\/span> <\/span>enhanced<\/span> <\/span>the<\/span> <\/span>customer<\/span> <\/span>experience<\/span>.<\/span><\/div>

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About the Client<\/h1>\nThe client is a leading airline group in Europe.\n<\/span><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>

Business Challenges<\/h1>\n
The client faced over 160,000 customer claims backlog due to fragmented processes, siloed teams, and manual workflows that delayed resolutions up to 45 days. Lengthy agent onboarding and high operational costs further strained resources, eroding efficiency and customer trust.<\/div><\/span><\/div><\/div><\/div><\/div><\/div><\/div>
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\n \n <\/circle>\n <\/circle>\n <\/svg>\n \n<\/div><\/div>
0<\/span>%<\/span><\/div>
100% increase in sales conversions. Increase in conversions from 12% to 25%.<\/div><\/div><\/div><\/div>
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<\/div>
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Business Solution<\/h1>\n

The<\/span> <\/span>client<\/span> <\/span>partnered<\/span> <\/span>with<\/span> <\/span>IGT<\/span> <\/span>Solutions<\/span> <\/span>to<\/span> <\/span>implement<\/span> <\/span>a<\/span> <\/span>multi-pronged<\/span> <\/span>strategy<\/span> <\/span>that<\/span> <\/span>centralized<\/span> <\/span>operations<\/span>,<\/span> <\/span>reengineered<\/span> <\/span>processes<\/span>,<\/span> <\/span>and<\/span> <\/span>drove<\/span> <\/span>digital<\/span> <\/span>transformation<\/span>.<\/span> <\/span><\/p>\n

IGT<\/span> <\/span>Solutions<\/span> <\/span>set<\/span> <\/span>up<\/span> <\/span>a<\/span> <\/span>Center<\/span> <\/span>of<\/span> <\/span>Excellence<\/span> <\/span>to<\/span> <\/span>streamline<\/span> <\/span>claims<\/span> <\/span>management<\/span>,<\/span> <\/span>redesigned<\/span> <\/span>workflows<\/span> <\/span>to<\/span> <\/span>speed<\/span> <\/span>up<\/span> <\/span>resolutions<\/span>,<\/span> <\/span>and<\/span> <\/span>strengthened<\/span> <\/span>quality<\/span> <\/span>frameworks<\/span> <\/span>to<\/span> <\/span>reduce<\/span> <\/span>errors<\/span>.<\/span> <\/span>Using<\/span> <\/span>AI-powered<\/span> <\/span>automation<\/span>,<\/span> <\/span>claim<\/span> <\/span>summarization<\/span>,<\/span> <\/span>and<\/span> <\/span>cloud-based<\/span> <\/span>workflows<\/span>,<\/span> <\/span>the<\/span> <\/span>team<\/span> <\/span>accelerated<\/span> <\/span>onboarding<\/span>,<\/span> <\/span>improved<\/span> <\/span>scalability<\/span>,<\/span> <\/span>and<\/span> <\/span>introduced<\/span> <\/span>self-service<\/span> <\/span>tools<\/span> <\/span>for<\/span> <\/span>faster<\/span> <\/span>claim<\/span> <\/span>filing<\/span>,<\/span> <\/span>rebooking<\/span>,<\/span> <\/span>and<\/span> <\/span>refunds\u2014enhancing<\/span> <\/span>efficiency<\/span> <\/span>and<\/span> <\/span>elevating<\/span> <\/span>the<\/span> <\/span>customer<\/span> <\/span>experience<\/span>.<\/span><\/p><\/span><\/div><\/div><\/div><\/div><\/div><\/div><\/div>

Business Results<\/h1>\n<\/div><\/div><\/div>
<\/div>
<\/div><\/div>\"Image\"<\/span>
Reduced<\/span> <\/span><\/div>
 ~<\/span>0<\/span>%<\/span><\/div>
Claims backlog<\/div><\/div><\/div>
<\/div>
<\/div><\/div>\"Image\"<\/span>
Increased<\/span> <\/span><\/div>
+<\/span>0<\/span>%<\/span><\/div>
Agent productivity<\/div><\/div><\/div>
<\/div>
<\/div><\/div>\"Image\"<\/span>
Reduced<\/span> <\/span><\/div>
0<\/span>%<\/span><\/div>
Agent training time<\/div><\/div><\/div>
<\/div>
<\/div><\/div>\"Image\"<\/span>

Enhanced customer experience<\/h3>\n<\/div><\/div><\/div><\/div><\/div><\/div>

Tools Partner\n<\/h1>\n<\/div><\/div><\/div>\"Image\"<\/span><\/div><\/div><\/div><\/div>

More Case Studies<\/h3>\n<\/div><\/div><\/div><\/div><\/div><\/div>
\"airline
Case Study<\/div>

Data Platform Modernization for a Leading Cruise Line to Optimize Costs Towards Air Travel Bookings\n<\/h3>\n<\/div><\/div><\/div>
IGT's cost optimization towards bookings helped a leading international cruise line process an average of 5000 PNRs every hour.<\/div><\/span><\/span>
Read More<\/span><\/div><\/div><\/a><\/div><\/div><\/div><\/div><\/div>
\"Scaled
Case Study<\/div>

Turning a Customer Service Center into a Profit Center for a Leading E-commerce Giant<\/h3>\n<\/div><\/div><\/div>
Learn how IGT Solutions (IGT) helped a leading US e-commerce company turn its customer service center into a profit center.<\/div><\/span><\/span>
Read More<\/span><\/div><\/div><\/a><\/div><\/div><\/div><\/div><\/div>
\"airline
Case Study<\/div>

Fully Scalable Datamart Solution for a Leading Indian Airline<\/h3>\n<\/div><\/div><\/div>

Developed datamart solution that enabled analytical and better decision-making by airlines.\u00a0 Achieved 5% increase in customer satisfaction score.<\/p><\/div><\/span><\/span>

Read More<\/span><\/div><\/div><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"

89% Backlog Reduction and Enhanced Customer Experience with Smart Outsourcing and AI Innovation for a Leading AirlineCASE STUDIESDownloadA leading European airline partnered with IGT Solutions to resolve a 160,000-claim backlog caused by fragmented processes and manual workflows. Through process reengineering, AI-powered automation, and centralized claims management, IGT Solutions reduced the backlog by 89%, boosted agent productivity by 120%, cut training … <\/p>\n

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