Automation of Loyalty Points Upgrade Process

A dedicated team managed the manual processing of approximately 500 PNRs per month. Multiple business users were involved in loyalty points upgrade process. Manual process required 7-15 minutes per PNR. This process is complex as data is spread across 3 different systems and validations were done and the data reconciled before the upgrade is processed.

Business Challenges

• Data Entry Errors: Manual data entry errors during INVOL EXCHANGE process in Sabre. Erroneous data entries created rework and breach of SLAs leading to poor customer experience.
• Inefficiency: Manual pre and post checks before and after INVOL EXCHANGE process were time consuming and involved several validations done manually.
• Lack of Visibility: Delayed outcomes due to manual validations, weak customer experience as the status of the process and the stage is not clear to be communicated to customers.

Solution Highlights

• The AHT has been reduced to 60 seconds per PNR with the implementation of Sabre API and Sabre Native for upgrading loyalty points.
• All Personally Identifiable Information (PII) involved in the process is excluded from logging and handled in encrypted form to ensure data security.
• A report generated is shared with the business daily to notify the number of PNRs processed each day and various status of PNRs being processed.

Business Outcome

Transaction time reduced from 7-15 minutes to 60 seconds, resulting in 80–95% reduction in manual effort and 90% elimination of repetitive data entry. Accuracy improved from 85% to 99%, ensuring faster, reliable, and consistent. This delivers superior customer experience and good clocking of SLAs thus enhancing brand value.