AbuDhabiPR.com, Online Press Release from Abu Dhabi and Al Ain
 
Aviation, Airline & Aerospace(Travel & Tourism)
Filter PR by
  
Etihad Cargo Enhances Customer Service Capabilities with Contact Centre System Upgrade
 
Etihad Cargo Enhances Customer Service Capabilities with Contact Centre System Upgrade
• Etihad Cargo has transitioned to the Microsoft Dynamics 365-driven Pulse CRM to optimise response times and make it easier for customers to communicate and provide feedback
 
• The new system will enable Etihad Cargo's Customer Contact Centre to track all queries, improve response times and further improve customer service quality
 
Abu Dhabi, United Arab Emirates – Etihad Cargo, the cargo and logistics arm of Etihad Aviation Group, has enhanced its customer service capabilities with the launch of Microsoft Dynamics 365 based Pulse CRM, which will enable the carrier to meet customer demands more proactively.
 
Etihad Cargo's Customer Contact Centre handles over 13,000 transactions per month, including customer enquiries and feedback, bookings and information requests. As the latest step in the carrier's digitalisation and continuous improvement journey, Etihad Cargo has transitioned to the Microsoft Dynamics 365-driven Pulse CRM system to empower customer service agents with more customer-focused data. This will enable them to communicate with customers more efficiently. The new system provides Etihad Cargo's customer service team with improved tools, including an updated case management system, and customer information, such as the customer's history, purchase records, sales interactions and a 360-degree view of customer queries.
 
'Etihad Cargo continuously reviews processes, procedures and systems to ensure the delivery of the highest levels of customer service,' said Tim Isik, Vice President Commercial at Etihad Cargo. 'The transformation of Etihad Cargo's Customer Contact Centre through the launch of this new system provides greater transparency and visibility, enabling customer service agents to track each transaction from initial contact through to resolution. This data will enable the Customer Contact Centre to identify processes where efficiencies could be achieved, which will ultimately provide Etihad Cargo's customers with a streamlined and more efficient communication process.'
 
Using the new system's real-time dashboards, Etihad Cargo's Customer Contact Centre agents can access all data related to a specific customer or transaction. The Microsoft Dynamics 365-driven Pulse CRM also provides customers with the option to leave immediate feedback and access a Net Promoter Score questionnaire, enabling the carrier to measure customer satisfaction at every query level.
 
To further optimise the quality of the carrier's sales, marketing and customer service offering, Etihad Cargo is exploring additional enhancements, including the integration of Microsoft Power BI, which will facilitate additional efficiencies through reporting and dashboards that will enable customer service agents to measure, monitor and optimise the customer experience. The carrier is also planning to incorporate conversation intelligence and the automation of routine transactions, which will further reduce the time between first contact and the completion of transactions.
 
Isik concluded, 'Etihad Cargo's primary objective is to be the air cargo partner of choice. The launch of a new system within the Customer Contact Centre is the latest step taken by Etihad Cargo to ensure customers can interact with customer service agents as easily as possible, making the booking process more convenient and intuitive than ever before.'

Posted by : Abu Dhabi and Al Ain PR Network Editorial Team
Viewed 156 times
PR Category : Travel & Tourism
Posted on : Thursday, September 1, 2022  3:28:00 PM UAE local time (GMT+4)
Replication or redistribution in whole or in part is expressly prohibited without the prior written consent of AbuDhabiPR.com.
Previous Story : Abu Dhabi Airports Appoints Jamal Salem Al Dhaheri as New MD...
Next Story : Etihad Pilot makes History as UAE's First Female Emirati Cap...
Email this article Print this article

Share this article with your friends and followers
NewsVine
Back to Section Home

Related Stories



 
 
Most Viewed Press Release posted in the last 7 days
It's Your Story, Wear it your Way [8676-Views]
Perfect Matches, For You and Your Pets [6466-Views]
Meet the New Pandora Muses [6257-Views]
Twitter rolls-out testing of most requested update: The Edit Button [4588-Views]
Twitter Introduces Greater Control and Personalisation of the Platform with Twitter Circle [3681-Views]
Legally Blind Man See Hope Through the World's Largest LEGO® Eyeglasses [3027-Views]
Titan Watches Unveils Robust Expansion Plan in the Capital [2868-Views]
Lenovo Group: First Quarter Results 2022/23 [2835-Views]
July Passenger Demand Remains Strong [2201-Views]
UAE President appoints Sultan Yusuf Abdul Rahman Al Nuaimi [1957-Views]
Your Signature Style with Pandora [1899-Views]
Etihad Continues to Invest in the Us Market With Increased Flights & Expanded Partnership [1592-Views]
The UAE's Hamda Al Qubaisi Selected to Take the Wheel in Formula 3 Test [1273-Views]
Etihad Rail Signs Memorandums of Understanding at Innotrans 2022 with Leading International Railway ... [1148-Views]
Wizz Air Announces Major Expansion in Saudi Arabia [1048-Views]
The UAE Banks Federation Holds its Third CEOs Advisory Council meeting in 2022, with New Members Joi... [899-Views]
Start-Up of Unit 3 of Barakah Nuclear Energy Plant Accelerates Achievement of UAE Net Zero 2050 [822-Views]
Team Abu Dhabi Star Tops Qualifying With Dramatic Late Surge [794-Views]
Abu Dhabi Air Expo 2022 Chooses Etihad Airways As Official Airline Sponsor [595-Views]
Al Masaood Automobiles Partners with Dubai Islamic Bank to Offer Attractive Auto Finance Solutions [586-Views]
 
RSS Facebook Twitter LinkedDin AbuDhabiPR.com on Instagram
 
Top Sections
 
Top Stories