KUALA LUMPUR – AirAsia, has chosen US customer relationship management company, Salesforce, as its strategic technology partner towards revamping customer care for the digital era.
Group Chief Executive Officer, Tan Sri Tony Fernandes said the customer-obsessed approach of Salesforce gives AirAsia a complete view of the airline’s guests across all channels, allowing it to deliver a faster and more personalised service.
“This is the year we focus on making our guests happy. This means placing customers and their needs at the centre of everything we do,” he said in a statement today.
AirAsia said with the partnership, the airline would deploy Salesforce Sales Cloud, Service Cloud, Marketing Cloud and Community Cloud, as part of the strategy to create a faster and more personalised service for customers.
It also said service agents across eight countries now have a single view of all cases from all support channels – web, phone, email, live chat and airport communications – and their complete history, allowing them to provide higher levels of personalised service.
The airline said the Salesforce Community Cloud powers the AirAsia support community in eight different languages and empowers guests to self-serve with a knowledge database.
It allows AirAsia to boost service standards, raise productivity levels and capabilities of service agents, while continuing to raise the bar for the airline industry.
Executive Vice President and General Manager, Salesforce Asia Pacific, Mark Innes said in today’s competitive landscape, airlines need to be attuned to customers’ needs and AirAsia is an example of a customer-centric company constantly pushing the envelopes of innovation.
“Salesforce is uniquely positioned to help Air Asia on its journey to customer centricity and is proud to be its strategic technology partner,” he added. – BERNAMA