Nirvana Case Studies - Transaction processing for a large growing airline

Back Office Processing

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Transaction processing for a large growing airline

Client Profile
One of the fastest growing airlines in the world and has received more than 250 international awards for excellence since its launch in 1985.

Campaign Requirement

The client offers its customers two award winning frequent flyer programs - Skywards and Skysurfers.
Processing was hitherto done in-house and its manual system was highly error-prone.
The client had a back log of approximately 45,000 forms due to shortage of staff that needed to be processed.

Nirvana Engagement
Nirvana was awarded the contract based on findings of its preliminary feasibility exercise, ahead of the client’s own Indian operations. Key reasons for this were:

Process rigor with road map to bring down error rates
Technology plan
Transaction based pricing model combined with custodial services to manage end-to-end document lifecycle
Committed efficiency targets (100 forms per person per day)

Nirvana Solution

Criticality of process mandated multiple verification levels. The design included:
- Dual data entry procedure
- Sampling for quality verification
50% cost saving targeted
Technology development and deployment

The Nirvana team developed a technology solution that could reduce error rates substantially and automate manual tasks in the as-is process. Key features of the 100% in-house developed technology solution:

Design of screens to improve productivity levels and significantly reduce turnaround time

Intelligent identification and reporting of errors on the screen

Use of drop down menus to reduce data entry workload

Automation in quality control through randomized selection of forms

Solution to allow traceability of forms by using barcodes and an inventory management solution that can track location of stored forms

Data security during processing, data transfers and storage

Results

Backlog of 45,000 forms from the client was cleared within 1 month
Error rates brought down from 1 in 2,000 to 1 in 200,000
Cost savings in excess of 50%
Smooth operations with high degree of automation
Complete data security

Client Response
The client is widening the scope of processes outsourced with Nirvana and is ramping-up processing of its frequent flyer forms program.