Business and Marketing Intelligence

easyJet: Fostering a culture of continuous innovation

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In response to an increasing number of claims impacting service level agreement (SLA) adherence rates, repeat contacts, and escalations, easyJet sought to streamline its claims process into a seamless experience. Leveraging its innovative partnership with TP, easyJet embarked on an automation journey marked by digital transformation and cutting-edge solutions.

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easyJet: Fostering a culture of continuous innovation

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In this case study, gain valuable insights on how to enhance:

Customer service level agreements (SLAs) and first call resolution (FCR)

Callbacks, follow-ups, and the escalation process

Customer advisor proficiency