Jetair Shared Services - Corporate Overview

Overview Presentation

About Jetair Group

Table of Contents

About Jetair Shared Services

1

2

Service Offerings

Business Approach

3

4

Business Enablers

Value Proposition

5

6

2

Case Examples7

About Jetair Group

• Jetair - 40+ year track record as GSA for 24 airlines with business transactions ofover INR 6200 Mn. 68+ offices in India and 3,000+ employees

• UPS-Jetair Express Private Limited - A joint venture with UPS in India

• Jetair Tours Private Limited - Inbound and outbound tours

• Jetfleet – Car rental services pan India

3

Jetair Shared Services

Awards & Recognition

Annual Freddie Awards

2006Best Customer Service — Jet Airways

2008Best Customer Service — Jet Airways

2006Founded and commenced operations as the BPO/IT arm of the Jetair Group of Companies under the name of TCES

800+FTEs across different locations

6 Mn~Customer interactions per annum

24x7Robust service delivery

Process Highlights• Manage all customer interaction and IT support for Jetair, Jet Fleet and Jet Tours

• Reservations, FLIFO, Jet Privilege Service Center, IT support for cargo flights

• Handle emails, white mail, redemption requests, and customer calls

• Set up shared service BOT model for Etihad (250+ seat)

4

Current Clientele

5

Largest Manufacturing Co

• Inbound Customer Service

• Outbound customer service and follow up

• Email

Large eCommerceCo

• Inbound Customer Service

• Cancellation/Rejection• Email

150

35

Large pan-India car rental co

• Inbound Customer Service

• Email Management• Booking Creation

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Client Processes Headcount

• Implemented entire operations on Genesys platform with split screen functionality

• CTI integration along with customer history

• Complete Email automation

• Automated Call management through Genesys from physical telephony

• Dialer Integration with client CRM• Extended L2 support from client

premise on IP solution

• Inhouse CRM for complete booking management and tracking

• Productivity improvement of upto50% in 1 year

• Managed 45% more volumes within existing headcount by process improvements

Value Adds

Service Offerings & Business Approach

Service Offerings

Customer Service/Helpdesk

Bookings /Reservations

Upsell/Cross sell

Complaints & Resolution Desk

Application Processing

Customer Account Creation &

MaintenanceData Management

Market Research Support

Voice Data

DO

MA

INH

OR

IZO

NTA

L Finance & Accounting

Human Resources

IT Support

Email Chat

Shared Service Consulting

7

Business Model - Outcome based approachC

ust

om

er S

atis

fact

ion

Time

Transfer Structure & Operations

Streamline Processes

Leverage Technology

Transformation & Process

Improvements

Continuous Service

Evolution

ROI

Service Quality

Controllership

People Management

Cost Arbitrage

Innovation

8

Business Enablers

The Genesys Customer Interaction Management (CIM) Platform

10

Delivers common services for all interactions• Configuration, Management, Interaction, Statistics, Reporting and Routing

Operational Excellence

• In-house Quality Assurance team comprising of Industry experts

• Set quality parameters and KRA’s in line with process requirement

• Technology agnostic QA system that supports live barging and 100% voice capture

• Daily monitoring and feedback

• Six Sigma approach for process improvement

• Process specialists to focus on implementing best practices and process optimization

Methodology Enablers

Define

Design

AssessImplement

Sustain

SLA/Metrics Management

Total Quality Management

Compliance & Risk

Improving productivity

Reduce Re-work

Improve efficiency

Enhance Customer Satisfaction

Improve Speed to Market

Continuous Improvement

Objective

Reduced Complaints

11

Governance & Communications

• Clear and Transparent framework

• Common objectives & goals

• Multi-level team organisation

• Formalised SLAs, OLAs, KPIs

• Forum for engaging multiple resources in the key processes of communication, coordination and integration

• Encourage collaborative working

Key Principles

Executive Board Strategic Planning Resolving Escalated

Issues from operating committee

Relationship Oversight Monitoring Service

Delivery Change Management Implementing

Strategic Plans

Qu

arte

rly

Mo

nth

lyD

aily

& W

eekl

y

C-Suite C-Suite

Service Delivery Head/Account Manager

Operations Head

Daily Operational Contact

Operations Manager/TL

Strategic Level focus:• Relationship vision• Project Performance• Promote innovation,

partnership and growth

Tactical focus:• Manage stakeholder

communications• Monitor and manage risk• Assess project status, risks,

budgets and project milestones

• Resolve escalations

Operational focus:• Day-to-day process issue

resolution and knowledge management

• Documentation reviews and sign-offs

• Process improvement project execution

• Develop and review scorecards & metrics

Service Delivery SLA management Change Requests Day to Day operational

management

Relationship Management

CLIENT JETAIR

12

Technology

• 16,000 sq.ft. delivery facility with existing capacity of 180 agent seats and 20+ supervision seats at Millennium Business Park, Mumbai

• Highly resilient IT infrastructure with multiple redundancy

• Genesys call management solution

• Infrastructure housed in datacenter built to world class standards

• WAN and LAN network on duplicated architecture –over 99.9% uptime

• Quality monitoring Voice capture, CTI, Prioritization of select member’ calls

• Self service (IVR)

Interactive Voice Response (IVR) Systems

Priority services for segmented customers

Infrastructure Management Information Security

Physical Security

• Secured Desktop

• Data Back-up via Digital tapes & secured Record management center

• Logically isolated project work areas

• Regular External & Internal Audits

• 24 hour security surveillance

Data Security

• Firewall – Data Authentication

• Data Encryption

• Defined Access Rights

• Clean desk policy

• USB, Printer, Internet, Email access – Disabled

• No mobile phones allowed on delivery floor

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14

Infrastructure Pictures

Floor Pic 1 Floor Pic 2

Training Room Meeting Room

Value Proposition

Value Proposition

Domain Expertise/Experience

• Over 30 years of extensive experience in Travel and Customer Service domain• 13+ years of experience in delivering shared services across business functions• Pioneer in technology deployment for contact center services – Payment over IVR

Process Excellence/Approach

• Best practice, six sigma approach to identify and implement continuous improvements• Rigorous performance & quality management• Approach to provide value added services over and above standard service delivery• Proven track record in innovative operations – implement ways to reduce manual

interventions

Leadership Focus

• Clear & transparent governance framework• Assured C-level attention: CXOs and Senior leadership driven business orientation • Focus on client relationship management

Compelling Business Model & Deal Structure

• BOT, Lift & Shift, Partnership - mutually beneficial and synergic target operating models • Strong partnerships to transform clients cost center into profit center with enhanced ROI• IT & Automation driven business excellence approach to deliver transformational outcomes

16

Thank You

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Case Examples

Case Study: Jet Airways

Setup before sourcing to Jetair

• Distributed call centers in 6 Indian metro cities

• Handled passenger (& travel agency) contact for Domestic & International travel

• Back office handling loyalty program for frequent flyers

• Customers make STD calls to Mumbai and attended by 12 lines

• Services delivered from single location (Mumbai)

• Cargo bookings & enquiries for domestic & international

PAX travel

Loyalty program

Cargo travel

Setup at Jetair

• Two centers strategy acting as a single virtual site

• Capability to redirect calls from origin to one of the centers in case of DR

• Improved accessibility for customers (Peak traffic observed 45 concurrent calls

• Call center services offered in Mum & Del with contingency plan to add 4 metros

MUM DEL

MUM

Offerings

Benefits Delivered

• Increased productivity and improved performance

72% increase in Calls managed, 67% more email volumes handled 20% higher bookings made Agents Ramped up from 200 to 550+ within a short turnaround

• Reduction in TCO through centralization of calls & increased availability of services (24 * 7)

• Lower costs through IVR contact center and ticketing & SMS services

Volumes managed

• Calls: 28,300+ per day across all processes

• Emails: 500+ per day

• Bookings: 3,000+ per day

• Loyalty Members managed: 750,000+

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