Ameyo Customer Success Story | Leading Aviation Company

Case Study

Leading Aviation Company

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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

Results

  • 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.