Customer loyalty is vital to the Travel and Leisure industry in order to ensure sustainability. Thus, companies in the industry need to develop scalable and flexible delivery mechanisms to promote and attract customer loyalty. The key to this is understanding consumer behaviour and channel preferences to be able to create and present offers that are not only relevant, but timed well. This is proving to be incredibly challenging, especially given the vast amount of information available to consumers nowadays.

WNS offers a broad range of marketing enablement solutions, including; end-to-end campaign management, database marketing and customer analytics. These solutions are designed to help travel and leisure clients to take the necessary action and decisions that would be most beneficial to their consumers and the numerous decisions they make throughout their customer journey. Our analytics services provides insight-based decision-making support to clients across the hotel, airline, online travel agency (OTA), resorts and cruise industries.

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WNS developed a model to identify members who were likely to attrite, and design targeted marketing campaigns ..
WNS’ two-pronged analytics model identified the most profitable customers, which helped optimize marketing spe..

The WNS Advantage

  • Close to two decades of experience in the travel industry
  • Trusted service partner for more than 40 of the world’s leading travel and leisure firms, including 25+ airlines
  • A team of 6,000+ travel domain experts
  • Proprietary tools:
    • Verifare PlusSM (automated and comprehensive fare audit solution)
    • Digital CEM (Digital Customer Experience Management tool)
    • RePAX (automated, on-demand flight disruption management solution)
    • SmartProSM (automated pro-ration engine)
    • JADE (passenger revenue accounting system)

The WNS South Africa Advantage

  • Glocalised approach: WNS South Africa is able to provide local delivery experience leveraging global expertise. With access to a global delivery network, we provide our clients with the scalability and flexibility to tap into the right skills and services at a suitable pricing model – whether onshore, nearshore or offshore.
  • Platform-agnostic: Our innovative solutions allow us to breakdown data silos, regardless of the system or platform, and generate actionable knowledge.
  • Access to global pool of data scientists: WNS has a large analytics practice with more than 2, 000 data scientists, researchers and industry experts, seeing to the analytics requirements of over 75 global businesses across multiple industries.
"We chose WNS because of their deep understanding of the travel industry, strong customer care capabilities, insightful customer analytics, and their global delivery footprint."
Steve Sickle

Senior Vice President for Distribution and Relationship Marketing at IHG

A ‘Leader’ in NelsonHall Marketing BPS NEAT Rankings for the Overall segment and for Marketing BPS Analytics 2015
Customer Analytics Customer Acquisition Analytics
WNS’ Customer Acquisition Analytics solution assists travel and leisure companies in identifying which potential customers are most likely to purchase products or services and react to communication and promotions. This is done utilising segmentation, clustering and predictive analytics techniques to transform data into actionable insights and help companies in the travel industry make accurate decisions that can improves customer acquisition and profit while reducing costs.

Retention Analytics
WNS provides a retention analytics solutions that helps clients identify the factors most likely to drive customer engagement with a particular product or service and help retain profitable customers and improve customer loyalty with targeted personalised offers.
Cross-sell and Up-sell Analytics
WNS enables travel and leisure companies to gain deep insights into their customers’ expectations. Our analytics-driven approach integrates both structured and unstructured customer data, contact centre data and external data to map the right products and services to existing customer segments, thus identifying which cross-sell or up-sell propositions are most likely to be responded to. Such intelligent recommendations to help clients receive increased revenue from their existing client base are made possible through the deployment of our predictive analytics techniques.
Customer Lifetime Value Analytics
Our advanced Customer Lifetime Value Analytics solution helps travel and leisure companies forecast expected revenue from new customers as well as identifying high value and profitable customer segments. This solution provides direction company sales and marketing strategies and also allows clients to identify customers who are most receptive to cross-selling and up-selling complementary products.
Database Marketing
WNS combines extensive database mining with superior analytical techniques in its approach to customer loyalty analytics. Our solution and service offering allows clients to understand the factors that are driving conversion and loyalty in order to prioritise their marketing, sales and service initiatives.
Key services:
  • Campaign calendaring
  • Campaign strategy proposition
  • Customer analytics to suit campaign strategy and design
  • Campaign feasibility analysis
  • Campaign development
  • Campaign rollout
  • Campaign measurement and analysis
  • Campaign history and customer data management
Airline-Focused Analytics Commercial Intelligence
  • Market Intelligence
    • MIDT, PAXIS, ARC analysis
    • Monitoring key markets / O&Ds
  • Industry Research
    • Secondary research – UK-CAA, DOT-USA, IATA
    • Benchmark schedule KPIs with OALs
    • Revenue and customer analysis
  • Customer Relations
    • NPS tracking, consultancy
    • NPS / CR / CSAT survey analysis

Pricing and Revenue Management
  • Advance Booking Reporting
    • Dashboards on ABL
    • Market share analysis
  • Pricing, Fare Tracking, Reporting
    • Price leader or follower
    • Brand vs. price chart
    • Fare distribution strategies
  • Sales and Marketing
    • Revenue reports - regional
    • Variance against target
  • Post Flight Analysis
    • Stifle / spill
    • Load factor
Flight Operations Analytics
  • Schedule Analysis
    • Integrity / Competitiveness / Connectivity
  • Punctuality Analysis
    • Root cause analysis of delays
  • Block Time Analysis
    • Block time, ground time, MCT
    • Airport slot requirements planning
  • Fuel Management
    • Fuel usage dashboards
    • Carbon emissions
    • Economic fuel tankering
Scheduling and Networking
  • Airline KPIs, Route Profitability
    • Route KPIs generation
    • Profitability modelling
    • Dashboard for KPIs
    • Analysis of growth vs. contribution
    • Identification of key levers impacting profitability
  • Network Optimization
    • Network revenue
    • Profitability modelling
    • Strategic pricing
    • Yield optimization
  • Scheduling
    • Schedule KPI generation
    • Fleet utilization
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