89% Backlog Reduction and Enhanced Customer Experience with Smart Outsourcing and AI Innovation for a Leading Airline

A leading European airline partnered with IGT Solutions to resolve a 160,000-claim backlog caused by fragmented processes and manual workflows. Through process reengineering, AI-powered automation, and centralized claims management, IGT Solutions reduced the backlog by 89%, boosted agent productivity by 120%, cut training time by 70%, and significantly enhanced the customer experience.

About the Client

The client is a leading airline group in Europe.

Business Challenges

The client faced over 160,000 customer claims backlog due to fragmented processes, siloed teams, and manual workflows that delayed resolutions up to 45 days. Lengthy agent onboarding and high operational costs further strained resources, eroding efficiency and customer trust.

100% increase in sales conversions. Increase in conversions from 12% to 25%.

Business Solution

The client partnered with IGT Solutions to implement a multi-pronged strategy that centralized operations, reengineered processes, and drove digital transformation.

IGT Solutions set up a Center of Excellence to streamline claims management, redesigned workflows to speed up resolutions, and strengthened quality frameworks to reduce errors. Using AI-powered automation, claim summarization, and cloud-based workflows, the team accelerated onboarding, improved scalability, and introduced self-service tools for faster claim filing, rebooking, and refunds—enhancing efficiency and elevating the customer experience.

Business Results

Reduced

~0%

Claims backlog

Increased

+0%

Agent productivity

Reduced

Agent training time

Enhanced customer experience

Tools Partner

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