Elevating airline customer service 8 weeks to excellence
In late 2023, a major airline faced unprecedented customer support demands following the COVID-19 pandemic. With outdated systems and staff shortages, they needed a rapid solution to improve their customer service operations.
Our team implemented a new Digital Contact Centre in just eight weeks, transforming their customer support capabilities.
Client challenges
- Overwhelming post-COVID customer support demands
- Multiple aged customer service platforms causing inefficiencies
- Significant delays in addressing customer queries (up to 24 hours)
- Staff shortages leading to customer dissatisfaction
Swift digital transformation with Microsoft Dynamics Contact Centre
Delta Insight’s strategy centered on the rapid deployment of a cutting-edge Microsoft Dynamics 365 Digital Contact Centre, aiming to consolidate systems, boost agent productivity, and enhance real-time operational visibility. This focused approach allowed us to overhaul the airline’s customer support capabilities in just eight weeks, setting a new standard for efficiency and responsiveness.
The solution also involved developing webform data integration and API connections, alongside setting up document storage integrations, while simultaneously, our client onboarded 500+ additional global agents, before the busiest travel season of the year.
Streamlining global customer support with Microsoft Dynamics 365
01
Microsoft Dynamics 365 Customer Service
Global support with Microsoft Dynamics 365, ensuring efficient and personalised customer interactions 24/7.
02
Rapid deployment methodology (8-week project timeline)
Implemented swiftly with our rapid 8-week deployment methodology, minimising downtime and maximizing efficiency.
03
Real-time operations reporting and analytics
Enabled smart routing, resource forecasting with real-time reporting and analytics, optimising operations and customer satisfaction.