WNS Limited, a provider of global Business Process Management (BPM) services, has announced that it has successfully deployed a custom intelligent automation solution in collaboration with Automation Anywhere, a global provider in Robotic Process Automation, which equipped Virgin Atlantic to process the sudden spike in COVID-19-related refund requests.
The announcement states – “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 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.
-AK
Arya has been a part of the Content & Research Team at Hrnxt.com. She is a keen observer of economic developments, emerging businesses, people in business and keeps a tab on latest happenings in the business environment.