IT + BPO Integration for Travel Tech Platform

Client:

Mid-sized travel booking and customer service provider
Industry: Travel Tech / Hospitality
Region: Global (North America, Asia)

Challenge:

The client was operating fragmented IT and BPO systems across multiple vendors. As user volume and ticket complexity grew, this disjointed setup led to rising costs, delays in resolution, and inconsistent customer experiences.

Our Solution:

Great Orion Digital provided a unified delivery model, offering both IT and BPO services under one roof.
We delivered:

 – Skilled IT staff for infrastructure support and ticketing system management

 – Dedicated BPO agents for handling customer queries, refund requests, and email/chat escalations

 – Integrated SLA tracking across tech and operations

 – Shift-based staffing aligned to customer time zones

Results:

  • Faster customer query resolution times
  • Reduced vendor management overhead
  • Improved operational efficiency through end-to-end ownership
  • Enhanced user satisfaction and response speed

One Vendor. End-to-End Service.

We streamlined both the tech and back-office layers for a travel tech client, increasing efficiency and customer satisfaction through unified staffing and integrated operations.

  • Unified IT + BPO Delivery
  • Shift-Based Global Coverage
  • Faster Resolutions

Project Details

Name: IT + BPO Integration for Travel Tech Platform Date: 23 December,2022 Tags: IT BPO