Alhind Air
THE PROBLEMAlhind Air's customer support team struggled to manage queries arriving from WhatsApp, email, and their website simultaneously. Fragmented conversations, fully manual ticket handling, and zero real-time visibility into query status left passengers waiting - and agents overwhelmed.
SOLUTION OUTCOME3x
Faster Support Response
Query management reduced response time from 30 minutes to under 10 minutes.
5x
Better Support Visibility
Agents tracked tickets, query status, and customer history in one place, improving prioritization and productivity.
75%
Faster Resolution
Reduced turnaround time for customer queries.
Challenges holding Organization back
Three compounding operational problems made it nearly impossible to deliver the fast, consistent support modern air travellers expect.
The Challenges
01Fragmented Communication Channels
Agents constantly switched between platforms, losing context and wasting valuable time reconnecting conversation threads.
02Fully Manual Ticket Handling
Every query had to be individually read, categorised, prioritised, and assigned by hand. This manual workload was unsustainable even at normal volumes - and broke down entirely during peak seasons and public holidays.
03No Real-Time Support Visibility
Team leaders struggled to track open tickets, agent workload, and escalating customer issues, making prioritization and workload planning difficult.
Challenges Impact
Response
TIME
Agent
OVERLOAD
Visibility
GAP
Response Delay - Passengers waited longer for booking confirmations, flight status updates, and refund responses, affecting support SLA during urgent travel moments.
Agent Overload - Manual query handling increased repetitive work, reducing the time agents had for complex or urgent customer support cases.
Customer Trust Erosion - Inconsistent follow-ups and unclear query status made passengers feel unsupported, reducing confidence in the overall service experience.
Peak Hour Pressure - During travel peaks and disruptions, query volumes exceeded the team’s manual capacity, creating support backlogs.
Low Visibility Across Teams - Agents spent extra time checking ticket status, customer history, and follow-ups manually, reducing productivity and slowing daily support operations.
Unified customer support platform to streamline airline query management
Alhind Air needed more than a helpdesk - they needed a connected support ecosystem. Ysquare built a centralised platform that brought every channel, every agent, and every customer interaction into a single, intelligent workflow.
Tech Stack
React
React Native
Node.js
MySQL
MongoDB
Elastic Search
AWS
LORAWAN
Ozonetel
Solution
All queries are managed in one dashboard to avoid missed conversations.
Customer queries from WhatsApp, website, email, and other channels were streamlined into one flow.
Common customer questions were handled instantly using chatbot automation.
Customers received timely updates through app notifications and emails.
Solution Highlights
Centralised Ticket Dashboard
Support agents could view, track, prioritize, and manage customer queries from one dashboard.
OzoneTel Integration
Calling support was integrated to improve agent-customer conversations.
AI Chatbot Support
Automated responses helped handle repeated questions quickly.
Multi-Channel Updates
Customers received updates through WhatsApp, website, email, app notifications, and email alerts.
Faster Resolution
Real-time handling reduced query turnaround time, especially for urgent flight-related queries.
Agent Visibility
Support teams gained better visibility into pending requests, customer issues, and query progress.
Tech Stack
React
React Native
Node.js
MySQL
MongoDB
Elastic Search
AWS
LORAWAN
Ozonetel
OUTCOMES & FEATURESImproving customer support speed, query visibility, and agent response efficiency
The platform transformed Alhind Air's support operations - helping the team resolve more queries, reduce repetitive work, and deliver a consistently better experience for every passenger, on every channel.
Key Outcomes
Faster Response Time
Centralised query management and AI automation reduced average response time from 30 minutes to under 10 minutes for flight-critical queries.
Reduced Manual Workload
The AI chatbot absorbed a significant share of repetitive, FAQ-style queries, freeing agents to focus on the complex, high-value interactions that require human empathy and judgement.
Improved Customer Satisfaction
Passengers received consistent, timely updates for bookings, delays, and refunds - reducing frustration and building trust in Alhind Air's commitment to passenger care.
Better Query Visibility
Support supervisors could finally see every open ticket, track resolution progress, and spot bottlenecks in real time - enabling smarter, data-driven team management.
Scalable Support Operations
The platform held up comfortably during seasonal demand spikes - managing higher query volumes without requiring proportional increases in headcount or manual effort.
Connected Communication
For the first time, every customer touchpoint - WhatsApp, email, web chat, app notifications, and OzoneTel calls - flowed through a single, coherent support system.
Features
Centralised Support Dashboard
AI Chatbot Automation
Multi-Channel Query Handling
OzoneTel Calling Integration
Real-Time Notifications
Customer Support Management
Agent Workflow Visibility
Query Tracking
Our Engineering
Marvels
That Drive
Digital Transformation
Discover how our technology solutions helped businesses improve operations, automate workflows, and achieve measurable outcomes.
Smart Railways
Manual water monitoring and a complete lack of real-time visibility made it nearly impossible for railway administrators to control usage, catch leakages early, and plan resources effectively.
Fleet Orchestrator
Three compounding problems were quietly eroding revenue, customer trust, and driver retention - all rooted in the same underlying issue: manual, disconnected processes with no real-time visibility.
Intermodal Trucking Suite
Three compounding friction points slowed order movement, reduced operational visibility, and created delays across the supply chain.
Emergency Assistance
Patients struggled to access timely emergency support, while providers and payers lacked visibility into active incidents, care coordination, and response tracking.
Health SignOn
The company struggled to manage application access, user roles, data processing, and language requirements consistently across multiple geographies without increasing manual effort or data errors.
