Case Study
Leading Aviation Company
Use Case
Inbound-Outbound
Region
Kuwait
Industry
Aviation
About the company
The Company serves the travel and aviation sector of Boodai Corp. The group is one of the fastest growing aviation conglomerates in the Gulf Region through their representation of reputable airlines to comprehensive Travel, Tours, Cargo, Training Institute and Online services.
Challenges
- Disintegrated CRM and Engagement Platform
- Limited Interaction Channels
- Fragmented Customer Information
Solutions
- Omnichannel Interactions via customer-preferred channels
- Higher CSAT Rate
- Reduced TAT for customer queries
- Seamless Customer Journey
- Better hold and visibility of customer data
Ameyo's Solution
- Tailor-made IVR to play welcome message, allow customers for language selection, check existing bookings, enquire for online bookings, airport issues, account enquiries/loyalty program as per their specific business requirements.
- Smooth integration with the company’s in-house CRM system.
- Real-time monitoring to track agent performance, call status and history with other live metrics needed for overall productivity analysis.
- Omnichannel ticketing solution with intelligent reporting module to keep track of tickets at every stage.
Further, with Ameyo’s advanced supervisor dashboards, Boodai’s supervisors could monitor their agents more stringently, in real-time. Also, the supervisor could now access to live monitoring stats in their mobile devices on-the-go.
