Helping India's Largest Airline Manage its End-to-End Customer Experience
Locobuzz is a customer experience platform dedicated to unlocking the strategic potential of customer experience (CX) for leading businesses.
Our vision is to be the heartbeat of customer-brand relationships worldwide, setting new standards for how businesses engage, understand, and delight their customers in the digital realm.
About the Client
Our client is one of the fastest growing global low-cost carriers of today. The brand commenced operations in August 2006 with the objective of not only redefining affordable air travel in India but also to facilitate business trade through air cargo services.
Challenges
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
Voluminous Tickets
With an average of one lakh monthly tickets, there was a dire need for an automated solution to manage the voluminous task, ensuring maximum responsiveness and positive customer experience
Lack of CRM Integration
Our client uses the Salesforce CRM for data management and was looking for a CX partner with similar capability for smooth information flow and ticket management to avoid missed opportunities.
No Cross-Channel Consistency
There was a need for a unified system connecting first-level (L1) support teams with second-level (L2) resolution teams to provide consistent customer information regardless of the channel.
Missed Alerts
The airline needed a robust system to handle and prioritise sensitive issues such as safety concerns, high-profile customer complaints, and potential PR crises identified through social media.
Inconsistent Reporting
The client's existing sentiment analysis and ticket management partner offered less coverage and thus, had fewer metrics when it came to reporting and analytics, a problem with a large-scale impact
The Solution
Challenges
Enhanced Alert Management
The client could now efficiently handle various alerts across several platforms, ensuring timely responses to sensitive issues and a positive CX.
Streamlined Peak Season Requirement
The seasonal changes in India lead to 2x the number of customer complaints. Our scalable solution handled 3x the number of tickets without missing a beat.
Improved Ticket Management
The integration with Salesforce unlocked an effective ticket management process, reducing resolution times and increasing customer satisfaction.
Comprehensive Competitive Insights
This data provided valuable insights into competitor activities and their engagement, aiding in enhancement of existing as well as new growth activities.
Transform the Way You View
Digital Conversations and CX
competitor standpoint and effective ticket management.
