Challenges
- Unified service platform to service InterMiles members across different teams
- Company wide standardized SLA and processes to customer service requests
- Enable customer service teams as well as back office teams to work together to service customers
- Lot of manual intervention is required to manage service requests involving multiple teams to contribute and close
Solutions
- Single Unified Platform: Central system to manage customer queries, complaints and service requests
- Automated multiple team processes: Service Center, Guest Relations, Reservation, Baggage, Central Helpdesk
- Enabled collaboration: Same ticket can be worked on by different teams to resolve customer queries
- Integration with Core Systems: CRM is integrated with reservation, loyalty management systems, to get member related SVOC
Results
- Standardized customer service process : All customer service teams both customer facing and back office is brought under standardized process
- Management control and transparency : Management team has complete view about efficiency and performance of various teams
- Decrease in TAT of overall resolution time
- Members are proactively updated : Proactive and continuous updates on the progress of customer queries, complaints and service requests