HCL’s Social Intelligence offerings for the travel industry can help your organization gain a 360-degree view of your customer, by streamlining unstructured digital content into structured information representing the voice of your customer. Our services spectrum includes consulting, implementation, maintenance and support through a pool of specialized consultants skilled in sentiment analysis and rating. Our end-to-end offerings comprise: Advanced social analytical tools to gather and categorize digital content Streamlined processes and methodologies to analyze and understand customer sentiments Framework for delivering managed services through a global delivery model

1. Is your Airline able to
The Social Era manage in this world
of information?
The social Web is opening doors for people to have the travel industry – nobody felt it wasn't important.
candid and honest conversations on how they feel Everyone who responded felt the increasing
about anything and everything. The impact of this popularity of online communities would affect their
new dynamics is changing business models, future business strategies – and 81% felt it would
processes, mindsets and most of all, how make a lot or quite a lot of impact.
businesses relate to their customers. The
outcomes promise to create shifts and new How are Airlines using Social
markets. In the new world emerging consumers,
employees and customers are changing the way
Media?
they value information about themselves and their
personal and professional networks. Today Social Airlines today are recognizing the use of social
Media travels faster than anything. media as a platform to showcase themselves with
equal if not more importance then their company
A Survey conducted by a research body was taken website. They are not only looking at influencing
by 86 key decision makers from leading travel customer preference but also changing the
companies to ascertain their views on the travel perception of the carrier in front of the customer.
industry and specifically how they use and plan to While the aforesaid has been given importance by
use Social Media. 58% of respondents felt the airline companies, social intelligence, the strategic
growth of online communities was very important to step needs to be utilized to its full potential.

2. How will implementing a
Social Intelligence strategy
help?
Understand
? customer requirements and
expectations
Enhance customer advocacy by analyzing
?
customer sentiments
? understanding of customers’ buying
Better
behavior
Establish proactive connect with the right
?
customer segment
Alternate channel for customer interaction
?
? marketing / resources in areas of
Focus
customer interest
Differentiators
HCL's social intelligence solution framework
HCL's solution framework is aimed at empowering
enables Advanced Customer Experience through
Social Analytics. the airline with better understanding of their
customer
HCL's Solution Highlights ? class alliance & partnership with social
Best in
analytics products
HCL offers a unique solution framework which Dedicated Center of excellence with a pool of
?
entails the following components highly skilled resources providing 24 by 7
support
? Media Analytical tools which gather
Social End-to-end social media content analytics as a
?
categorize & align customer sentiments posted service
on various social media channels. Complete flexible & scalable model to meet
?
A dedicated social analytics practice
? unique customer needs
? to configure, capture, collaborate &
Process ? added consulting & implementation
Value
analyze the events on social media services
? managed services to execute the
Provide
framework in a global delivery model
? dashboards / reports for strategizing
Provide
and decision making
Hello, I'm from HCL! We work behind the scenes, helping our customers to shift paradigms and start revolutions.
We use digital engineering to build superhuman capabilities. We make sure that the rate of progress far exceeds the
price. And right now, 85,000 of us bright sparks are busy developing solutions for 500 customers in 31 countries
accross the world. How can I help you?
www.hcltech.com