Etihad Cargo improves customer service capabilities with upgraded contact center system

Etihad Cargo, the cargo and logistics arm of Etihad Aviation Group, has enhanced its customer service capabilities with the launch of Microsoft Dynamics 365-based Pulse CRM, which will enable the carrier to respond to customer inquiries more proactively.

Etihad Cargo’s customer contact center handles over 13,000 transactions per month, including customer inquiries and feedback, reservations and inquiries. As part of the latest step in the carrier’s digitalization and continuous improvement journey, Etihad Cargo has moved to the Pulse CRM system powered by Microsoft Dynamics 365 to empower customer service agents with more customer-centric data.

This will allow them to communicate more effectively with customers. The new system provides the Etihad Cargo customer service team with improved tools including an updated case management system and customer information such as customer history, purchase records, business interactions and a 360 degree view of customer queries.

“Etihad Cargo continually reviews processes, procedures and systems to ensure the highest levels of customer service are delivered,” said Tim Isik, Vice President Commercial, Etihad Cargo.

“The transformation of Etihad Cargo’s customer contact center through the launch of this new system provides greater transparency and visibility, allowing customer service agents to track every transaction from initial contact to resolution. This data will enable the center customer contact to identify processes where efficiency could be achieved, which will ultimately provide Etihad Cargo customers with a streamlined and more efficient communication process,” he added.

Using the new system’s real-time dashboards, Etihad Cargo’s customer contact center agents can access all data relating to a specific customer or transaction. The Microsoft Dynamics 365-powered Pulse CRM also offers customers the ability to leave immediate feedback and access a Net Promoter Score questionnaire, allowing the operator to measure customer satisfaction at each query level.

To further optimize the quality of the carrier’s sales, marketing and customer service offering, Etihad Cargo is investigating further enhancements, including the integration of Microsoft Power BI, which will facilitate further efficiencies through reporting and dashboards that will allow customer service agents to measure, monitor and optimize the customer experience.

The carrier also plans to integrate conversational intelligence and routine transaction automation, which will further reduce the time from first contact to transaction completion.

Isik concluded: “Etihad Cargo’s primary objective is to be the air cargo partner of choice. The launch of a new system within the Customer Contact Center is the latest step taken by Etihad Cargo to ensure that customers can interact with customer service agents as easily as possible. , making the booking process more convenient and intuitive than ever.”