Etihad Cargo enhances customer service capabilities with contact centre system upgrade

Etihad Cargo enhances customer service capabilities with contact centre system upgrade

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.

Read more: Etihad Cargo reinforces commitment to US

“Etihad Cargo continuously reviews processes, procedures and systems to ensure the delivery of the highest levels of customer service,” Tim Isik, vice president commercial at Etihad Cargo, said. “The transformation of Etihad Cargo’s Customer Contact Centre through the launch of this new system provides greater transparency and visibility, enabling customer service agents to track each transaction from initial contact through to resolution. This data will enable the Customer Contact Centre to identify processes where efficiencies could be achieved, which will ultimately provide Etihad Cargo’s customers with a streamlined and more efficient communication process.”

Using the new system’s real-time dashboards, Etihad Cargo’s Customer Contact Centre agents can access all data related to a specific customer or transaction. The Microsoft Dynamics 365-driven Pulse CRM also provides customers with the option to leave immediate feedback and access a Net Promoter Score questionnaire, enabling the carrier to measure customer satisfaction at every query level.

Read more: Etihad Airways scales up with Airbus’ new generation A350F freighter

To further optimise the quality of the carrier’s sales, marketing and customer service offering, Etihad Cargo is exploring additional enhancements, including the integration of Microsoft Power BI, which will facilitate additional efficiencies through reporting and dashboards that will enable customer service agents to measure, monitor and optimise the customer experience. The carrier is also planning to incorporate conversation intelligence and the automation of routine transactions, which will further reduce the time between first contact and the completion of transactions.

“Etihad Cargo’s primary objective is to be the air cargo partner of choice. The launch of a new system within the Customer Contact Centre is the latest step taken by Etihad Cargo to ensure customers can interact with customer service agents as easily as possible, making the booking process more convenient and intuitive than ever before,” Isik concluded.

Picture of Edward Hardy

Edward Hardy

Having become a journalist after university, Edward Hardy has been a reporter and editor at some of the world's leading publications and news sites. In 2022, he became Air Cargo Week's Editor. Got news to share? Contact me on Edward.Hardy@AirCargoWeek.com

Newsletter

Stay informed. Stay ahead. To get the latest air cargo news and industry trends delivered directly to your inbox, sign up now!

related articles

AviLease purchases Boeing 787-9 aircraft from BBAM

CEVA Logistics forms joint venture in Saudi Arabia

1 in 5 flights could experience disruption without airspace upgrade