News : AirAsia Aims to Offer Personalised Customer Service with Salesforce Partnership
Kuala Lumpur, Malaysia, March 7, 2018 -- AirAsia has selected Salesforce as its strategic technology partner as part of its efforts to to create faster and more personalised service for its customers. The airline, which has renamed its customer care team to Customer Happiness, will deploy Salesforce’s solutions including the Marketing Cloud, Community Cloud and Service Cloud.
AirAsia Group CEO Tan Sri Tony Fernandes, said this year, the group will focus on making its guests happy by placing their needs at the centre of AirAsia’s plans. The airline’s service agents now have a single view of all cases from all support channels – web, phone, email, live chat, airport communications – and their complete history, allowing them to provide higher levels of personalised service.
"Complaints are free market research. These are things that companies pay a lot of money for consultants to tell them that same thing so we treat every complaint preciously," Fernandes added.
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Posted by Veronica Silva Cusi, news correspondent
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Salesforce.com delivers software-as-service offering a family of on demand solutions for integrated sales force automation, campaign management, customer service and support, and document and file management to help companies meet the complex challenges of global customer communication. The company has introduced sforce, a new service that will change how applications are built as significantly as salesforce.com changed how applications are delivered.
About Air Asia:
AirAsia Berhad is a Malaysian low-cost airline headquartered in Kuala Lumpur, Malaysia. It has been named as the world's best low-cost airline, and a pioneer of low-cost travel in Asia.
Published: Wednesday, March 7, 2018
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