Thursday, 08 March 2018 00:03

Salesforce flies high with AirAsia digital deal Featured

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Asian regional airline AirAsia has chosen global customer relationship management provider Salesforce its strategic technology partner as it revamps its customer care services for the digital era across eight countries including Australia and New Zealand.

The airline, which has renamed its customer care team to Customer Happiness, is set to deploy Salesforce Sales Cloud, Service Cloud, Marketing Cloud and Community Cloud as part of its strategy to create “faster and more personalised service for its customers”.

Under the partnership, AirAsia says its service agents now have a single view of all cases from all support channels – web, phone, email, live chat, airport communications – and their complete history, allowing them to provide higher levels of personalised service.

The Salesforce Community Cloud powers the AirAsia support community in eight different languages and empowers guests to self-serve with a knowledge database, which the airline says allows it to boost service standards and service agent capabilities.

AirAsia Group CEO Tony Fernandes said, “This year, our focus is on making our guests happy by placing their needs at the centre of everything we do. Salesforce is the heart of this customer-obsessed approach as it gives us a complete view of our guests across all customer touch points, allowing us to deliver faster, more personalised service.”

“In today’s competitive landscape, airlines need to be attuned to customers’ needs, sometimes before they know it. AirAsia is a shining example of a customer-centric company constantly pushing the envelopes of innovation,” said Mark Innes, EVP and General Manager, Salesforce Asia Pacific.

“Salesforce is uniquely positioned to help AirAsia on its journey to customer centricity and is proud to be its strategic technology partner.”

AirAsia recently appointed a Customer Relations Manager based in Sydney, dedicated solely to the Australia and New Zealand markets.

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Peter Dinham

Peter Dinham is a co-founder of iTWire and a 35-year veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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