Scandinavian Airlines (SAS), has chosen Comarch ECM Customer Care system to help process customer complaints, handling them from beginning to end, using not only traditional communication channels but also social media.
With the implementation of the new Customer Care IT system, SAS aims to more efficiently address all aspects related to the incoming customer complaint and facilitate a positive experience to SAS customers.
Each year SAS welcomes over 30 million passengers onboard their aircrafts. The Scandinavian carrier was looking for a system to ensure 24/7 customer support and handle requests effectively from start to end, using not only traditional communication channels but also social media.
"The contract we have signed with the SAS airlines allows an expansion of our business, in terms of product portfolio and the industries in which we operate. I think that we are able to compete for major clients and sign new agreements with the airlines around the world" says Adam Beldzik, Director of Comarch ECM. "Comarch ECM Customer Care, which we currently develop, is a system that significantly improves the quality of customer service. Therefore, it is an ideal solution for companies where the professional care of customers is crucial and determines their market success, such as in the airline industry."
"Our customers deserve the best service possible. It is crucial that they feel that they can count on support from our side at all times, and that their issues and questions are being acted upon in the shortest time possible. Therefore, we decided to implement a new system in the field of "customer care" and for that we have chosen Comarch" says Carina Göransson, Head of Global Direct Sales & Customer Support at SAS.
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