News : Bangkok Airways Takes Customer Service to the Cloud
Bangkok, Thailand, Sept 26, 2016 -- Bangkok Airways has turned to the cloud to improve its customer service and engagement, deploying the Oracle Service Cloud.
The carrier expects the software to help it quickly identify and respond to requests and incidents, minimising any disruption to customers’ travel plans.
The Oracle Service Cloud has given the airline the tools to improve the customer experience through greater visibility supporting informed decisions.
Prote Setsuwan, vice-president of marketing at Bangkok Airways, said: "Oracle Service Cloud helps us better restructure our service operations and streamline how we respond to customers.
"We hope to be able to gain a better understanding of our customers and their needs."
The deployment, which took six weeks, will enable Bangkok Airways’ reservations and incident teams to track all customer cases in one place, streamlining customers’ journey and responding to queries more quickly.
Agents and supervisors can now route, track and audit emails, and generate reports to measure the performance of the incident resolution process and agents themselves.
"Bangkok Airways was looking for a system to empower its employees to deliver an enhanced experience for their customers," said Natasak Rodjanapiches, managing director at Oracle Thailand. "Oracle Service Cloud provides actionable insight, allows quicker decision-making and offers functions to integrate and manage customer inquiries and interactions across all channels."
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: Friday, September 30, 2016