From Complaint to Closure: 90% Resolution Rate
The Success Story of Latin America's Leading Airline
Seasonality and demand surges exposed uneven response times and low status visibility. It was time to integrate customer support, ticketing, and tracking into a single workflow to speed up resolutions, reduce repeat contacts, and protect brand reputation with real-time metrics.
Agile Response with Full End-to-End Traceability
Baggage incidents directly impact passenger trust and airline reputation. An agile, omnichannel response was required—featuring complete end-to-end traceability from initial contact to case resolution, backed by controls that minimize repeat inquiries and potential fraud, even during peak demand seasons.
Dedicated BPO Unit for Baggage Support
We deployed a dedicated BPO team specializing in Baggage Support, integrating channels such as SMS, chat, email, and social media with national and international coverage. We seamlessly connected customer communications to the ticketing system and global baggage tracking to ensure complete end-to-end visibility.
Operational Performance
| KPI | Wepartner | Trend |
|---|---|---|
| % Closed Tickets | >90% | ↑ |
| % Resolution Rate | 90% | ↑ |
| NPS (Campaign) | 68 | ↑ |
| Repeat Contacts per Case | Trending Down | ↓ |
| Time to Resolution | Trending Down | ↓ |
Key Benefits
Strategic Benefits
End-to-end traceability strengthened control and auditing, enabling data-driven decision-making and reducing friction across departments.
Quantifiable Gains
Fewer repeat contacts and less rework drove direct operational efficiencies; validation workflows and document tracking minimized unwarranted claims.
Long-Term Value
A scalable solution built to handle seasonal peaks, add new languages, and extend service hours. Automations and continuous training ensure ongoing improvement.
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