Leveraging the Power of Digital and Human Touch

About Our Client

Our client is a regional airline carrier that flies to 114 destinations across 48 countries. Scicom were engaged to provide differentiated omnichannel customer experience to meet the higher expectations of today’s connected passenger. We helped our client reduce staff attrition and improve contact centre productivity to compete effectively in an increasingly challenging industry.

Solutions Provided

  • Established a centralised global operation to support customer enquiries, sales, group bookings, refunds, complaints, loyalty programmes and flight disruptions.
  • Enhanced client’s customer interaction management systems from limited channel to multi-channel, and from a multi-platform solution to an omnichannel single platform solution.
  • Built a state-of-the-art Customer Relationship Management (CRM) system to track customer interactions across all channels
  • Built a real-time dashboard and instituted universal business intelligence reporting procedures, providing clients with a 360-view of the overall performance of the contact centre
  • Provided state-of the-art facilities, hosted and operated the disaster recovery (DR) site – The DR site was connected via a P2P link which was used for data synchronisation.

Key Outcomes

Differentiated customer experience
Quality assurance and Customer Satisfaction (CSAT) scores exceeded client expectations, and were in the 90 percent range.
First Call Resolution
Improved FCR by more than 35 percent. Customer support staff were trained to improve their decision making, helpfulness and probing skills.
Improved Sales & Customer Insights
Scicom implemented a number of sales programmes to improve contact centre revenue, while also providing insights and recommendations to address the inefficiency of internal processes which were impacting our client's overall customer experience.

Results Achieved


40% improvement in contact centre productivity


11% productivity gains y-o-y


15 million transactions handled since deployment

More Case Studies

Our client is a premier award-winning hotel and resort chain that currently owns and operates a range of 5-star hotels and resorts located across the South Asian region. We helped our client enhance their customer experience levels by providing them with additional support channels, and facilitating booking and enquiry efficiencies for all of their properties located in Sri Lanka.
Our client is an online provider of hotel booking services, with access to over 300,000 hotels worldwide. Scicom were engaged to provide omnichannel customer support to improve customer satisfaction (CSAT) and service levels, while also lowering attrition levels among support staff.

Articles you might be interested in

Drop Us A Line

Let’s Get in Touch

No matter what your organisation’s requirements are, we have the capability, experience and passion to deliver end-to-end solutions that leverage the latest technologies and maximise value.