Etihad Cargo, the cargo and logistics arm of Etihad Aviation\nGroup, has enhanced its customer service capabilities with the launch of\nMicrosoft Dynamics 365 based Pulse CRM, which will enable the carrier to meet\ncustomer demands more proactively.<\/p>\n\n\n\n
Etihad Cargo’s Customer Contact Centre handles over 13,000\ntransactions per month, including customer enquiries and feedback, bookings and\ninformation requests. As the latest step in the carrier’s digitalization and\ncontinuous improvement journey, Etihad Cargo has transitioned to the Microsoft\nDynamics 365-driven Pulse CRM system to empower customer service agents with\nmore customer-focused data. This will enable them to communicate with customers\nmore efficiently. The new system provides Etihad Cargo’s customer service team\nwith improved tools, including an updated case management system, and customer\ninformation, such as the customer’s history, purchase records, sales\ninteractions and a 360-degree view of customer queries.<\/p>\n\n\n\n
“Etihad Cargo continuously reviews processes,\nprocedures and systems to ensure the delivery of the highest levels of customer\nservice,” said Tim Isik, Vice President Commercial at Etihad Cargo.\n“The transformation of Etihad Cargo’s Customer Contact Centre through the\nlaunch of this new system provides greater transparency and visibility,\nenabling customer service agents to track each transaction from initial contact\nthrough to resolution. This data will enable the Customer Contact Centre to\nidentify processes where efficiencies could be achieved, which will ultimately\nprovide Etihad Cargo’s customers with a streamlined and more efficient\ncommunication process.”<\/p>\n\n\n\n
Using the new system’s real-time dashboards, Etihad Cargo’s\nCustomer Contact Centre agents can access all data related to a specific\ncustomer or transaction. The Microsoft Dynamics 365-driven Pulse CRM also\nprovides customers with the option to leave immediate feedback and access a Net\nPromoter Score questionnaire, enabling the carrier to measure customer\nsatisfaction at every query level.<\/p>\n\n\n\n
To further optimize the quality of the carrier’s sales,\nmarketing and customer service offering, Etihad Cargo is exploring additional\nenhancements, including the integration of Microsoft Power BI, which will\nfacilitate additional efficiencies through reporting and dashboards that will\nenable customer service agents to measure, monitor and optimize the customer\nexperience. The carrier is also planning to incorporate conversation\nintelligence and the automation of routine transactions, which will further\nreduce the time between first contact and the completion of transactions.<\/p>\n\n\n\n
Isik concluded, “Etihad Cargo’s primary objective is to\nbe the air cargo partner of choice. The launch of a new system within the\nCustomer Contact Centre is the latest step taken by Etihad Cargo to ensure\ncustomers can interact with customer service agents as easily as possible,\nmaking the booking process more convenient and intuitive than ever\nbefore.”<\/p>\n","protected":false},"excerpt":{"rendered":"
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 […]<\/p>\n","protected":false},"author":3,"featured_media":23366,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[114],"tags":[],"class_list":["post-23365","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-international-news"],"jetpack_featured_media_url":"https:\/\/stateaviationjournal.com\/wp-content\/uploads\/Etihad-Cargo-Contact-Centre-edit.jpg","jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/stateaviationjournal.com\/index.php\/wp-json\/wp\/v2\/posts\/23365","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/stateaviationjournal.com\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/stateaviationjournal.com\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/stateaviationjournal.com\/index.php\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/stateaviationjournal.com\/index.php\/wp-json\/wp\/v2\/comments?post=23365"}],"version-history":[{"count":1,"href":"https:\/\/stateaviationjournal.com\/index.php\/wp-json\/wp\/v2\/posts\/23365\/revisions"}],"predecessor-version":[{"id":23367,"href":"https:\/\/stateaviationjournal.com\/index.php\/wp-json\/wp\/v2\/posts\/23365\/revisions\/23367"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/stateaviationjournal.com\/index.php\/wp-json\/wp\/v2\/media\/23366"}],"wp:attachment":[{"href":"https:\/\/stateaviationjournal.com\/index.php\/wp-json\/wp\/v2\/media?parent=23365"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/stateaviationjournal.com\/index.php\/wp-json\/wp\/v2\/categories?post=23365"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/stateaviationjournal.com\/index.php\/wp-json\/wp\/v2\/tags?post=23365"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}