Explore how eligarf enhanced the customer service operations of a major Travel Giant by addressing inefficiencies and improving complaint-handling processes. This case study details some of the challenges, innovative AWS solutions, and significant improvements achieved.  


Customer Challenges:

Our customer, a travel industry giant, wanted to overhaul their existing customer service system. The complaint registration process was tedious, involving long waiting times on calls and manual resolution by agents, often taking hours. Additionally, in-destination complaints raised by representatives at resorts and hotels required specialised training to handle effectively, making deployment complex and time-consuming.


eligarf's Solution:

eligarf implemented a webform-based solution using Amazon Web Services (AWS) and a suite of advanced technologies, including SQS, Lambda, ECS, Step Functions, Aurora DB, Dynamo DB, EKS, Redis, Vue.js, React.js, and Node.js.  

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Customer Benefits:

The implementation of the webform and the iPad-based tool had a transformative impact on our client’s customer service operations:  

  • Increased Customer Satisfaction: Streamlined processes led to a notable increase in customer satisfaction.  
  • Enhanced Efficiency: Automated complaint handling reduced resolution times significantly, improving overall service responsiveness. 
  • Reduced Operational Complexity: The unified webform and iPad-based tools simplified operations across multiple countries, enhancing scalability and adaptability.  

For a detailed understanding of this success story, contact us at [email protected]. Discover how eligarf can transform your operations with cutting-edge technology and innovation.