Singapore Airlines to move to new customer case system to raise service standards Toggle share menu
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Singapore Airlines to move to new customer case system to raise service standards
A Singapore Airlines Airbus A330-300 plane takes off behind one of the airline s Boeing 787-10 Dreamliners at Changi Airport on Mar 28, 2018. (File photo: Reuters/Edgar Su)
06 Apr 2021 12:50PM) Share this content
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SINGAPORE: Singapore Airlines (SIA) is taking steps to raise its service standards by moving to a new customer case system that will support “consistent and more personalised service”, the airline said on Tuesday (Apr 6).
SIA has engaged customer relationship management firm Salesforce to develop and implement its new customer case and knowledge management system.
SIA picks Salesforce as it looks for holistic view of customer Details 06 April 2021
Singapore Airlines (SIA) has selected Salesforce to develop and implement a new customer case and knowledge management system for the airline. This new system, 1Point, will be deployed across SIA’s contact centres and customer feedback handling units globally from late 2021.
As a dynamic case management tool, 1Point will offer a contextual and holistic view of customer interactions through a single interface. As such, SIA’s service agents will no longer need to toggle between multiple systems to retrieve customer data, information on products, services, policies and procedures, and perform transactions. Its case management and guided workflows will also be integrated with SIA’s in-house artificial intelligence and machine learning capabilities.
Singapore Airlines (SIA) has selected customer relationship management (CRM) firm Salesforce to develop and implement a new customer case and knowledge management system for the airline.
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