ENABLING BETTER TRAVEL
To stay ahead of the curve, its imperative for organizations to continously review and invest in improved IT frameworks to boost its products and service offerings to its customers. This requires support teams and systems need to be available 24/7 and 365 days a year.
Acknowledging this need, IGT offers 24x7 helpdesk to provide round-the-clock support for IT hardware and software systems. This enables organizations to deliver their services without being impacted by any IT related issues.
- IGT Offerings
- Business Value / Demonstrated Capability
Servicing end-user requests and timely resolution of queries is a core competency for a travel provider. It requires constant backend support, maintainence and training to efficiently improve productivity and reduce costs.
IGT’s enterprise grade Ticket Management System helps in rapidly capturing and prioritizing maintenance requests, identifying unresolved calls and enabling express resolution.
IGT provides best practices, experienced support professionals and a global HelpDesk for a 360-degree support to improve agility of Travel IT service systems.
IGT helpdesk provides the following services:
- ITIL based support
- Incident and problem management
- Travel applications support (e.g. PMS, CRS)
- L1/L2 support for all IT software and support related issues
- Catching and dispatching process to various resolver groups for end resolution
- Management of all change requests & application servicing
- General troubleshooting assistance like Internet Connectivity Support, Website Navigational Support among others.
- Quality assurance and audits for all tickets handled, ensuring better quality and faster turnaround of end-user requests
- Express resolution of 4000+ calls per month across multi-channels like voice, email and online portal for a leading travel technology provider
- Enterprise grade ticket management system for request prioritization and management
- 95% of the FCR incidents resolved within the scheduled time for a leading hotels technology provider
- Achieved outstanding rating for customer satisfaction (CSAT) for resolving queries for a leading hotels technology provider