Virgin Atlantic Partners with WNS to Digitally Transform Customer Experience during COVID-19
December 17 2020 - 10:00AM
Business Wire
Co-creates an intelligent automation solution
to address 400x surge in refund requests
WNS (Holdings) Limited (NYSE: WNS), a leading provider of global
Business Process Management (BPM) services, today announced that it
has successfully deployed a custom intelligent automation solution
in collaboration with Automation Anywhere, a global leader in
Robotic Process Automation, which equipped Virgin Atlantic to
process the sudden spike in COVID-19-related refund requests with
speed and efficiency, while maintaining its superior standards of
customer service.
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At the height of the pandemic, Virgin Atlantic was faced with an
exponential increase in refund requests of more than 400x their
normal volumes. It was imperative for the airline to quicken the
refund process to maintain customer trust and comply with
regulatory requirements. WNS’ intelligent automation solution,
which leveraged Automation Anywhere’s digital workforce, was
deployed to automate the manual activities involved in processing
refunds. The solution, including customized BOT’s, was developed
and launched in less than eight weeks, with zero disruption to
Virgin Atlantic’s core operations.
The new solution enabled Virgin Atlantic to work through high
claim volumes while reducing backlogs and hold time, resulting in
increased customer satisfaction. It has yielded ~90 percent
automation of the ‘refund-carding’ process with 3x speed, ~93
percent improvement in the quality of claims processing without any
process re-engineering and ~30 percent productivity benefits and
higher accuracy of claim closure in ticket refunds.
“The COVID-19 crisis has been especially hard on the airline
industry. Collapsing passenger revenues and skyrocketing ticket
refunds led to significant cash burn. While there is significant
optimism about a demand recovery for travel in 2021, the rebound
will primarily be driven by passenger comfort and trust. WNS’
intelligent automation solution was able to deliver an enhanced
customer experience amidst the pandemic for Virgin Atlantic,
thereby helping them maintain customer confidence and brand
loyalty,” said Keshav R. Murugesh, Group CEO, WNS.
“Despite the pandemic, we were clear that we could not
compromise on our customer service levels. WNS was the obvious
choice for a partner when it came to creating a smart solution that
was aligned to industry regulations for delivering desired
efficiencies,” said Ash Jokhoo, Chief Information & Data
Officer, Virgin Atlantic.
About WNS
WNS (Holdings) Limited (NYSE: WNS) is a leading Business Process
Management (BPM) company. WNS combines deep industry knowledge with
technology, analytics and process expertise to co-create
innovative, digitally led transformational solutions with over 375
clients across various industries. WNS delivers an entire spectrum
of BPM solutions including industry-specific offerings, customer
interaction services, finance and accounting, human resources,
procurement, and research and analytics to re-imagine the digital
future of businesses. As of September 30, 2020, WNS had 41,466
professionals across 60 delivery centers worldwide including
facilities in China, Costa Rica, India, the Philippines, Poland,
Romania, South Africa, Spain, Sri Lanka, Turkey, the United
Kingdom, and the United States. For more information, visit
www.wns.com.
About Virgin Atlantic
Virgin Atlantic was founded by entrepreneur Sir Richard Branson
36 years ago with innovation and customer service at its core. In
2020, Virgin Atlantic was voted Britain’s only Global Five Star
Airline by APEX for the fourth year running in the Official Airline
Ratings. Headquartered in London, Virgin Atlantic and its holiday
business, Virgin Atlantic Holidays, employs 6,500 people worldwide,
serving 27 destinations across four continents. Sustainability
remains central to the airline and in September 2019, Virgin
Atlantic took delivery of its first Airbus A350-1000 aircraft -
helping to transform the fleet into one of the quietest and most
fuel efficient in the sky. By 2022, the airline will operate a
streamlined fleet of 37 twin engine aircraft following the
retirement of its 747s and A332s, and its simplified fleet will be
10% more efficient than before the Covid-19 crisis.
Alongside shareholder and Joint Venture partner Delta Air Lines,
Virgin Atlantic operates a leading transatlantic network between
the UK and US with onward connections to over 200 US and
international cities. On May 15, 2018 Air France-KLM, Delta Air
Lines and Virgin Atlantic Limited signed definitive agreements to
combine the existing trans-Atlantic joint ventures. The expanded
joint venture offers a comprehensive route network, convenient
flight schedules, competitive fares and reciprocal frequent flyer
benefits, including the ability to earn and redeem miles across all
carriers.
For more information visit www.virginatlantic.com or www.virginholidays.co.uk
or via Facebook, Twitter and Instagram
@virginatlantic @virginholidays
Safe Harbor Provision
This document includes information which may constitute
forward-looking statements made pursuant to the safe harbor
provisions of the Private Securities Litigation Reform Act of 1995,
the accuracy of which are necessarily subject to risks,
uncertainties, and assumptions as to future events. Factors that
could cause actual results to differ materially from those
expressed or implied are discussed in our most recent Form 20-F and
other filings with the Securities and Exchange Commission. WNS
undertakes no obligation to update or revise any forward-looking
statements, whether as a result of new information, future events,
or otherwise.
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version on businesswire.com: https://www.businesswire.com/news/home/20201217005770/en/
Investors: David Mackey EVP – Finance & Head
of Investor Relations WNS (Holdings) Limited +1 (646) 908-2615
david.mackey@wns.com
Media: Archana Raghuram Global Head – Marketing
& Communications and Corporate Business Development WNS
(Holdings) Limited +91 (22) 4095 2397 archana.raghuram@wns.com ;
pr@wns.com
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