Challenges
- Unified service platform to service Jet Privilege members across different teams
- Company wide standardized SLA and processes to customer service requests
- Enable customer service tea
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ms 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 Unifi
ed Platform: Central system to manage customer queries, complaints and service requests - Automated mult
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iple 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 standardize 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