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.