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Travel & Hospitality Lab Launches New Solutions to Help Airlines Enhance Customer Experience

Posted on: Monday, 5 November 2007, 12:00 CST

CHENNAI, India, Nov. 5 /PRNewswire/ -- Tata Consultancy Services (TCS) , a leading IT services, business solutions and outsourcing organization, announced the launch by its Travel and Hospitality Innovation Lab of a new set of solutions designed specifically to help the airline industry identify and retain high value customers. Named Innovation 2.0 solutions, these offerings will enable leading global travel and hospitality organisations to differentiate themselves, as well as increase their relevancy to an individual customer, in an era of increasing competition and new distribution models.

The core Innovation 2.0 solutions is a vendor-agnostic, SOA-based Travel Service Platform(TM). In a business environment that demands organizational flexibility and adaptability it enables airlines and hospitality companies to model, simulate, test and execute new business solutions in a shorter time to market.

Other new offerings launched today include: -- An On-Demand Analytics platform with strong predictive capabilities that helps identify valuable customers using data on client history, travel behavior, passenger miles and revenues. These insights can be translated into customer management initiatives that help maintain loyal and profitable relationships. -- Real-Time Loyalty solution which enables loyalty points to be earned and redeemed in real-time by customers across all touch points -- Travel Concierge, which provides a personalized and secure information channel between customers and the airlines for up to date, real-time and relevant communication

"The global travel and hospitality market is fiercely competitive. To meet their business objectives, companies must consistently deliver customer delight and create a rich, personalized travel experience. The Travel and Hospitality Innovation Lab is leading the industry in developing solutions to address these needs and deliver real business value for the industry," said S. Ramadorai, Chief Executive Officer and Managing Director.

"Our innovation efforts are focused on conceptualizing and building new solutions that help global carriers enhance customer experience management. As the airline industry adopts new business models, TCS can play a key role in this transformation with our full services capabilities to help airline companies create customer delight," said N. Chandrasekaran, Chief Operating Officer and Executive Director.

"Innovation 2.0 solutions will help airlines achieve value-based segmentation, launch personalized marketing programs seamlessly across channels, create real-time loyalty programs to influence customer behaviour across customer life-cycle and make customer relationship management a integral part of the entire travel experience," said G. Raghavan, Head, Travel & Hospitality.

This integrated system provides relevant customer information, including bookings, customer profiles and behavior, to automated customer response systems, all relevant customer service agents and airline staff to enable organizations to have a more holistic view of their customers, making client interactions more intelligent and relevant, to increase the customer experience and drive loyalty.

The Travel and Transportation vertical is emerging as a key vertical for TCS with 4.4% of total revenues of $2.7 billion (at the end of six months of the current fiscal year). It employs 3,000 persons in this vertical and counts British Airways, Qantas, Singapore Airlines, Virgin Atlantic, Worldspan, SITA, Hawaiian Airlines amongst others as customers.

About Tata Consultancy Services Ltd (TCS)

Tata Consultancy Services is an IT services, business solutions and outsourcing organization that delivers real results to global businesses, ensuring a level of certainty no other firm can match. TCS offers a consulting-led, integrated portfolio of IT and IT-enabled services delivered through its unique Global Network Delivery Model, recognized as the benchmark of excellence in software development.

A part of the Tata Group, India's largest industrial conglomerate, TCS has over 100,000 of the world's best trained IT consultants in 47 countries. The Company generated consolidated revenues of US $4.3 billion for fiscal year ended 31 March, 2007 and is listed on the National Stock Exchange and Bombay Stock Exchange in India. For more information, visit us at http://www.tcs.com/.

Tata Consultancy Services

CONTACT: Global-India, +91 [0] 22 6778 9999, pradipta.bagchi@tcs.com, orUSA-Canada, +1-646-313-4594, m.mccabe@tcs.com, or APAC, +65 6372 4931,vishwendra.v@tcs.com, or UK, Keith.Sharp@tcs.com, +44 [0] 207 235 4613, orEurope, +44 [0] 207 245 1388, Ross.Roy@tcs.com, all of Tata ConsultancyServices

Web site: http://www.tcs.com/

Source: PRNewswire

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