The cargo and logistics arm of Etihad Aviation Group has enhanced its customer service capabilities with the launch of a customer relations management system called Pulse CRM.
Working on Microsoft Dynamics 365, Pulse CRM would enable the carrier to meet customer demands more proactively, Etihad Cargo said.
Its Customer Contact Centre handles more than 13 000 transactions per month, including customer enquiries and feedback, bookings and information requests.
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.
Using the new system's real-time dashboards, the airline’s centre agents can access all data related to a specific customer or transaction.
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.
