trade&services Improve satisfaction with key customers Comarch Concierge Agent VIP Customer Care System

Transcription

1 trade&services Improve satisfaction with key customers Comarch Concierge Agent VIP Customer Care System

2 Trade & Services 2 Introduction VIP passenger The most profitable passenger In the fiercely competitive environment of the airline industry, there are many factors that escalate the pressure of costs and prices. As one of the most demanding and volatile sectors, Airlines must concentrate on passengers that positively generate the greatest revenues. The most important step for air carriers is to identify the most loyal and therefore valuable segment of travelers and meet their needs. Knowing what VIP passengers prefer, an ability to predict their sophisticated habits and the prevention of negative experiences is crucial in order to satisfy the most valuable group of passengers - VIP passengers!

3 Comarch Concierge Agent VIP Customer Care System 3 An increase in loyalty to the airline company results in an increase in customer value. In recognizing the value that VIP customers have on an airline company, we have developed the Comarch Concierge Agent, a tool that allows for a personal channel of communication between an agent and the traveler. CCA, which imitates traditional Concierge services, was developed to differentiate the travel experience for the most frequent and valuable flyers. It provides airlines with personalized communication with travelers and gives premium airline customers unprecedented services. Through this, they are able to offer the highest level of satisfaction to customers seeking the best travel experience while simultaneously increasing their revenues. We will help you take care of your most profitable passengers - your VIP customers! Comarch Concierge Agent key business objectives Thanks to its sophisticated yet user-friendly design, Comarch Concierge Agent can be successfully adjusted to all airline business environments. The application architecture enables integration with many other external systems such as: CRM system, Loyalty programs Flight reservation system Flight information systems Other external service provider systems CCA in the airline business environment

4 Trade & Services 4 Our highly advanced tool can integrate across solutions, platforms and technologies while complying with airline architecture. Our vision is to provide our clients with innovative solutions and a full range of integration and professional services that effectively change the way they do business. Comarch Concierge Agent meets client expectations and enables: Creating awareness of the value of VIP customers Streamlining customer experience for high-value passengers Forming strong and permanent relationships Maximizing customer profitability Defining benefits for passengers Designing, matching and implementing advanced tool processes Providing real-time marketing and operational processes Ensuring improved resource management As a result, airlines can pay the majority of their attention to VIP members, the key passengers that generate 80% of revenue. This advanced tool is the ideal solution for airline companies that want to build individual relationships with VIP passengers. Considering the enormous benefits such a solution can bring, airline companies can easily: Care for the most important and profitable group of travelers Anticipate customer needs and improve satisfaction Prevent negative customer experiences Create substantial financial growth Assure comprehensive interaction between passengers and suppliers Concentrate on consumer retention Provide the highest quality of services Comarch Concierge Agent will not only help airlines care for profitable passengers by creating an awareness of them as well as a feeling they are being personally taken care of, but will fulfill the main airline strategies regarding: revenue increase, streamlining operations, workflow improvement and raising productivity.

5 Comarch Concierge Agent VIP Customer Care System Comarch Concierge Agent Features Comarch Concierge Agent is an easy to use system that helps with all of an airline customer s concierge needs. Functionalities include, but are not limited to: itinerary construction, reservations, driving directions, event booking, requesting taxis, directory assistance and event tickets. It improves and develops key customer care management by: Identifying the most important and profitable passengers Supporting many active members Tracking member specific data and allowing agents to log activities Providing proactive, real-time flight anomaly management for members Managing reservations, flights and additional services in real-time Integration with portable devices for use on the concourse Program member selection CCA supports the main process of selecting the most profitable passengers. It provides an opportunity to evaluate possible candidates according to historical sales data, define the allotment of members per sales division, nominate travelers as candidates, control the number of available memberships per division, manage notifications to external systems, automate the denial process, automate the enrollment process when the final approval is reached as well as the automatic re-enrollment of current members approved for renewal. 5 Member selection process Real time event tracking

6 Trade & Services 6 Real time event tracking CCA is designed for the management of preferred airline customers by providing real time flight status updates. This enables a customer service agent to anticipate traveler needs therefore preventing negative customer experiences by proactively managing their itineraries. In addition, it integrates with external data providers, tracking changes and ensuring access to live flight information. Improved resource management This advanced and easy to use tool makes simple task management possible, visibility and tracking of sales requests, management and tracking of concourse agent interactions, easy verification of task statuses and multi-channel communication management. CCA works to insure a smooth airport experience by managing customer check in, flight delay notification, airport assistance and other concierge services. CCA Resource management

7 Comarch Concierge Agent VIP Customer Care System Pocket PC access - Empowering customer service agents CCA enables authorized agents to view the personal details of active members and their current travel plans. It also allows tracking all interactions with members as they are advised, rebooked, escorted, or otherwise assisted with each flight, including phone calls (inbound and outbound), s and concourse services. In addition, CCA displays the flight details for each member and the agent can filter the results using any desired criteria, such as by departure time, flight date, etc. Thanks to direct contact with VIP passengers, agents can easily fulfill passenger expectations. Passengers not only benefit from base customer management services like: Flight bookings Airline check-in E-Ticketing Business report generation But also from special additional services, in the form of: Taxis Car rental Hotel accommodation Chauffeur and limousine services Restaurant reservations Business report generation Mobile phone rental Travel insurance Driving directions & maps Touch points 7 Pocket PC simplicity in communication and management

8 Comarch Headquarters Al. Jana Pawla II 39 a Krakow Poland phone: fax: info@comarch.pl Comarch Inc. 10 W 35th Street Chicago, IL United States phone: fax: info@comarch.com Comarch Software AG Chemnitzer Str Dresden Germany phone: fax: info@comarch.de Comarch OOO Prechistenskiy Pereulok 14/ Moscow Russia phone: Poland Gdansk, Katowice Krakow, Lublin, Lodz, Poznan, Szczecin, Warsaw, Wroclaw Belgium Brussels France Lille Germany Dresden, Frankfurt/Main Lithuania Vilnius Panama Panama City Russia Moscow Slovakia Bratislava UAE Dubai Ukraine Kiev, Lviv USA Chicago, Miami Comarch is a leading Central European IT business solutions provider specializing in forging business relationships that maximize customer profitability while optimizing business and operational processes. Comarch s primary advantage lies in the vast domain of knowledge accumulated in and applied to our software products. These products incorporate highly sophisticated IT solutions for businesses in all vertical sectors. Comarch has a multinational network of offices employing over 2800 highly-experienced IT specialists in Europe, the Middle East and the Americas. ComArch Spółka Akcyjna with its registered seat in Kraków at Aleja Jana Pawła II 39A, entered in the National Court Register kept by the District Court for Kraków-Śródmieście in Kraków, the 11th Commercial Division of the National Court Register under no. KRS The share capital amounts to 7,960, zł. The share capital was fully paid, NIP Copyright Comarch All Rights Reserved. No part of this document may be reproduced in any form without the prior written consent of Comarch. Comarch reserves the right to revise this document and to make changes in the content from time to time without notice. Comarch may make improvements and/or changes to the product(s) and/or programs described in this document any time. The trademarks and service marks of Comarch are the exclusive property of Comarch, and may not be used without permission. All other marks are the property of their respective owners. EN