Today Travel, Transportation & Hospitality companies find themselves at the crossroads of a rapidly changing business environment. Customer expectations are changing, safety and operational efficiency have become even more important and there is pressure even from non-traditional competitors. Digital technologies like social media, mobility & pervasive computing, cloud computing, big data & analytics and AI are changing the way companies do business. To stay relevant and competitive, organizations are leveraging a combination of these digital forces to reimagine their customer channels, business models, workplaces, processes and customer segments.
TCS understands the impact these digital forces have on our client business. We invest in developing solutions that leverage these forces and further build our capabilities to help our clients better.
We believe the following themes would redefine the industry in the coming years:
Personalization at each touch point: Empowering every touch point with customer data taken from internal and social data sources to provide seamless experience across touch points.
Predictive analytics: Understanding the customer's immediate needs and proactively engaging with them. Empowering employees with recommendations at the first symptom of disruption, giving them enough time to prepare for the event.
Customer collaboration: Engage with the customer on a continuous basis and understand their changing preferences based on external and internal parameters.
Continuity across all channels: Understand where the customer has left last time and ensure continuity in conversation no matter what touch point or which channel the customer tried to engage with the enterprise. The enterprise systems would maintain the state of every conversation so that the communication to the customer is seamless.
Solutions We Offer
We strongly feel that personalization and omni-channel continuity would be a differentiating factor. To that effect, we are working on the following solutions in our labs, with our innovation partners and customers:
- TCS Crew Collaboration platform: A comprehensive crew mobility solution that empowers the airline crew with information needed to provide the personalized service to the customer. The solution optimizes flight processes thereby reliving crew's time from cumbersome manual tasks and gives more time at their disposal to provide better customer service
- TCS Hospitality solutions: Our suite of hospitality solutions on these digital technologies enable a hospitality chain to:-
Provide personalized offers to the customer based on the information mined real time, manage contextualized ancillary sale, eliminate dependency on front room desk through automatic allocation of room according to their preferences, perform seamless checkout through automated processes.
Enable Butler / Concierge services get on-time information about the customer and provide consistent staying experience thorough personalized in-room amenities and services
Enable housekeeping to prioritize their work so that they get the right rooms ready for early check-in and ensure they do not disturb guests who have not left.
Empowers housekeeping to connect to facilities management in case of repairs or breakages in realtime
Domain and technology leadership: With over 20 years of experience with travel, transportation and hospitality companies and leadership in emerging technologies, TCS understands your business and the underlying technology. We bring in extensive experience from working with leading organizations in redefining customer experience, customer channels, process etc.
Dedicated Travel & Hospitality Innovation Lab: Building on its Innovation culture, TCS has established dedicated Travel & Hospitality Innovation Lab to develop solutions leveraging the digital forces. The Lab also provides an ecosystem for companies to experiment with emerging technologies and develops proofs of concepts.
- Improved customer experience and satisfaction through seamless engagement across channel
- Improved operational efficiency through process optimization
- Increased employee satisfaction though empowerment with relevant information across all touch points