News : Bangkok Airways Enhances Customer Experience with Oracle Service Cloud
Bangkok, Thailand, Sept 1, 2016 -- Bangkok Airways has gone live with Oracle Service Cloud to power customer experience and customer engagement.
The airline services many of the region’s most tourist spots, including Siem Reap in Cambodia, the Maldives, Yangon and Mandalay in Myanmar, Hong Kong, Kuala Lumpur, Singapore, Mumbai in India, Dhaka in Bangladesh, Danang in Vietnam and Phuket, Koh Samui and Chiang Mai in Thailand.
"Oracle Service Cloud provides us with the tools to deliver better customer experience and allow greater visibility for our teams to ensure we make faster and better informed decisions," said Prote Setsuwan, VP of marketing at Bangkok Airways.
"It is vital that we are able to quickly identify and respond to requests and incidents to minimize any disruption to travel plans," said Prote. "Oracle Service Cloud helps us better restructure our current service operations and streamline how we respond to customers."
The deployment will help Bangkok Airways’ reservations and incident teams track all customer cases in one place, streamlining the customers’ journey and helping customers quickly receive answers to their queries.
"With Oracle Service Cloud we hope to be able to gain a better understanding of our customers and their needs. As one of the leading airlines in the region, Bangkok Airways strives to continuously improve customer service to maintain good relationship with our passengers, and we are looking forward to benefiting from the key features of the Oracle Service Cloud," said Prote.
Natasak Rodjanapiches, managing director of Oracle Thailand, said Bangkok Airways was looking for a solution to empower their employees to deliver an enhanced experience for their customers.
"Oracle Service Cloud provides actionable insight, allowing quicker decision making, offering functions required to integrate and manage customer inquiries and interactions across all channels, and deliver world-class customer experience without disrupting customers’ travel plans."
Posted by Veronica Silva Cusi, news correspondent
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About Bangkok Airways:
Bangkok Airways Co., Ltd. is a regional airline based in Chatuchak District, Bangkok, Thailand. It operates scheduled services to destinations in Thailand, Cambodia, China, Laos, Maldives, Burma, India and Singapore.
Published: Monday, September 5, 2016