Sky-High Service: Coforge’s Redefinition of Customer Experience During Flight Disruption/Cancellation
Overview.
In the competitive airline industry, the ability to manage flight disruptions and enhance customer experience is critical. Trends show a shift towards using centralized systems and real-time data analytics. This case study examines Coforge's solution to streamline processes for a leading European airline. Readers will learn about implementing a centralized system for flight information, enhancing customer communications, and improving operational efficiency.
Our client, a leading European airline, was facing significant challenges due to the lack of availability of flight delay/ cancellation information along with passenger information in Salesforce. Manual processes induced human errors with no central system to generate coupons automatically. In the event of flight disruption, passengers could not be informed automatically. The client was unable to take data driven decisions due to lack of analytics on flight disruptions data.
Solution.
The project involved setting up a centralized system to generate coupons automatically from Salesforce.
Set up a configurable framework to manage coupon amounts based upon passenger class, duration of delay, currency etc. and provide analytics on the flight disruptions data.
Leveraged Marketing Cloud Event Notification service to send automatic notifications to the passengers.
Defined data integration framework to exchange relevant data across systems for a complete 360 view of customer.
