Bangkok Airways has deployed Oracle Service Cloud to streamline its customer concern response procedure.
First established as Sahakol Air in 1968, Bangkok Airways operates routes to more than 20 destinations in Thailand and Asia. The airline services many of the region's popular 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.
In a press release, Oracle said the cloud solution will help the airline to track the reservations and concerns of all the customers in one place, enabling it to quickly respond to queries. In addition, the solution allows agents and supervisors to route, track, and audit e-mails, as well as generate reports to measure the performance of both incident resolution and agents' performance.
"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. It is vital that we are able to quickly identify and respond to requests and incidents to minimise any disruption to travel plans. Oracle Service Cloud helps us better restructure our current service operations and streamline how we respond to customers," said Prote Setsuwan, Vice President for Marketing at Bangkok Airways.
Sign up for CIO Asia eNewsletters.