Time and effort are required to verify, capture, and process AWB data, or send information to the Customs authorities; time and resources that could be used to focus on sales and customer interaction.
ECS Group established expert teams in 2019 and has since then carried out dedicated data administration for a number of its airline customers. QualityStars is one of the ten New Abilities in the ECS Group’s Augmented GSA concept. This unique data processing service is a clear differentiator, since no other GSA offers a comparable service.
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ECS Group’s airline customers benefiting from the QualityStars service are currently spread across 8 countries. QualityStars follows the clock with shifts planned in accordance with the relevant time zones. It acts as an extended arm of each airline, working directly in the relevant airline’s system, and following its individual service agreement.
“This includes monitoring the airline’s relevant KPIs, such as the number of customer claims or CASS corrections. We go beyond what is expected, and meticulously follow-up on clarification requests where we are obliged to contact the airline’s commercial team to chase up on missing information,” Dimitri Arnaudin, Manager Director of QualityStars, illustrated.
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QualityStars reviews the root causes for these clarifications and derives specific action plans to optimise processes at every stage. Customers not only benefit from cost and time savings, but also by improved overall quality and data capture processes.
“Our QualityStars service allows our airline customers to outsource specific back-office process steps in all confidence. At the same time, they benefit from a more flexible cost structure, and free up their own resources to focus on other core commercial and operational activities,” Adrien Thominet, Executive Chairman of ECS Group, explained.
ECS Group is the only GSA to provide AWB processing and Customs reporting as an external service. Outsourcing these administrative tasks takes just a few weeks. On average, the transfer usually happens within 1 month after contract signature. During that month, the airline’s processes and market knowledge are transferred to the QualityStars teams.
