Case Study
Helping India's Largest Airline Manage its End-to-End Customer Experience
Locobuzz helped India’s largest airline with advanced capabilities and integration with its existing Salesforce CRM to streamline its voluminous ticket management process while efficiently handling sensitive alerts for safety.
They needed a reliable system to manage the following:
Fragmented Customer Data
Customer information was spread across various systems, including booking platforms, customer service channels, and social media, making it difficult to gain a holistic view of each customer's interactions and preferences.
Copious volume of tickets
With an average of 1 lakh monthly tickets, our client needed an automated solution to manage these, ensuring maximum responsiveness.
No Cross-Channel Consistency
The lack of connection between L1 and L2 teams in a unified system for consistent customer information regardless of the interaction channel.
Results
Faster resolution
First response time reduced from 30-40 minutes to 20 minutes.
Improved Satisfaction
The resolution rate improved by a whopping 88%.
Teamwork & Insights
Zero silos which meant more streamlined workflows and data-driven decision-making.