Tata Consultancy Services (TCS), announced the launch by its Travel and Hospitality Innovation Lab of a new set of solutions designed specifically to help the airline industry identify and retain high value customers. Named Innovation 2.0 solutions, these offerings will enable leading global travel and hospitality organisations to differentiate themselves, as well increase their relevancy to an individual customer, in an era of increasing competition and new distribution models.

The core Innovation 2.0 solutions is a vendor-agnostic, SOA-based Travel Service PlatformTM. In a business environment that demands organizational flexibility and adaptability it enables airlines and hospitality companies to model, simulate, test and execute new business solutions in a shorter time to market.

Other new offerings launched include:

• An On-Demand Analytics platform with strong predictive capabilities that helps identify valuable customers using data on client history, travel behavior, passenger miles and revenues.. These insights can be translated into customer management initiatives that help maintain loyal and profitable relationships.
• Real-Time Loyalty solution which enables loyalty points to be earned and redeemed in real-time by customers across all touch points
• Travel Concierge, which provides a personalized and secure information channel between customers and the airlines for up to date, real-time and relevant communication

"Innovation 2.0 solutions will help airlines achieve value-based segmentation, launch personalized marketing programs seamlessly across channels, create real-time loyalty programs  to influence customer behaviour across customer life-cycle and make customer relationship management a integral part of the entire travel experience," said G.
Raghavan, Head, Travel & Hospitality.

This integrated system provides relevant customer information, including bookings, customer profiles and behavior,  to automated customer response systems, all relevant customer service agents and airline staff to enable organizations to have a more holistic view of their customers, making client interactions more intelligent and relevant, to increase the customer experience and drive loyalty.

The Travel and Transportation vertical is emerging as a key vertical for TCS with 4.4% of total revenues of $2.7 billion (at the end of six months of the current fiscal year). ). It employs 3000 persons in this vertical and counts British Airways, Qantas, Singapore Airlines, Virgin Atlantic, Worldspan, SITA, Hawaiian Airlines amongst others as customers.