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 of Commercial at Etihad Cargo.
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