SEC Filings

20-F
WNS (HOLDINGS) LTD filed this Form 20-F on 05/16/2018
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Table of Contents

Travel and Leisure

We deliver end-to-end services to clients across the travel and leisure industry value chain. We provide a wide range of scalable solutions that support air, car, hotel, marine and packaged travel and leisure services offered by our clients.

The key travel and leisure industry sectors that we serve include:

 

    Airlines;

 

    Travel agencies, including OTAs, tour operators and travel management companies;

 

    Global distribution systems providers;

 

    Rental car companies and motor clubs; and

 

    Hotels and cruise lines.

As at March 31, 2018, we had 8,259 employees in this business unit, several hundred of whom have International Air Transport Association, Universal Federation of Travel Agents or other travel industry related certifications. In fiscal 2018 and 2017, this business unit accounted for 18.7% and 21.3% of our revenue and 19.2% and 22.1% of our revenue less repair payments (non-GAAP), respectively.

The following table illustrates the key areas of services that we provide to clients in this business unit:

 

Travel and Leisure—Service  Offerings

Front-office

  

Mid-office

  

Back-office

Reservations / sales, fares support, multi-channel customer care, baggage handling, loyalty program management    Pricing and revenue management, cargo support, fulfillment services, refunds processing, fraud management    Finance and accounting (including procurement), revenue accounting, human resource management, cabin crew management

Research and analytics: Loyalty analytics, customer interaction service analytics, commercial intelligence, flight operations, pricing and revenue management

Robotics process automation: Process automation of contact center, finance and accounting and industry-specific functions combined with artificial intelligence and machine learning

Business process consulting: Short-term, engagement-based consulting service with a focus on business process re-engineering

Technology platforms:

 

    VERIFARE PlusSM: Fare audit solution

 

    SmartProSM: Interline proration engine that helps airlines arrest revenue leakage through accurate proration of partner revenues

 

    QbaySM: Automated queue distribution and workflow management solution, which empowers floor supervisors and process managers to improve operations, minimize costs and enhance customer service

 

    RePAXSM: Automated flight disruption management solution, which is designed to help airlines minimize losses and improve passenger experience during flight disruptions

 

    WNS’ Commercial Planning Suite: Comprehensive suite of analytic dashboards and decision support tools to assist the various commercial functions of an airline to maximize the revenues, quickly assess key gaps in revenue production and identify root causes

 

    Protect 360: Integrated solution for end-to-end airline revenue integrity

We also collaborate with technology solution providers across the world with a view to enhancing customer experience with innovative service offerings in chatbots and omni-channel customer relationship management.

 

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