Large Airline Corporation
Challenge
Create effective Internet service and distribution models for the leisure and corporate customers
Develop a new training platform and courses for all employees that would be accessible through a variety of channels - on site, at home, at work, etc..
Develop Internet-enabled interfaces and systems for employee workflow and communications, particularly in the contact centers
Tasks and Approach
Develop implementation plan and functionality for enhanced service for customer loyalty program utilizing the customer segmentation and value management results generated by the CRM strategy team
Develop a visual demo and solution to enable web-based training that will serve as the future framework for all training. Pilot and prototype this solution with a cross-functional group of internal customers.
Define new communication processes and develop new web-based user interface and define the processes and rules for delivering content through a general reference system for all customer service contact centers.
Results
Fast-track plan to address competitive push - rapid deployment of the solution enabled the company to provide competitive eCommerce functionality.
Available training for remote staff increased 5x and training was well received by those who needed flexible schedules and varied access.
Contact center usability analyses resulted in high marks for access to relevant reference information. Customers now receive consistent support information across channels (web and contact center).
