Background
In order to deal with the burgeoning demand upon quality customer service, A Airlines launched their FFP (Frequent Flyer Program) . During over 10 years of development, A Airlines has always been seeking potential customer interests to enhance customer satisfaction. In this context, close cooperation has been successfully carried out between A Airlines and arvato since 2002. arvato, with a perfect understanding of airline industry, is always making every effort to fulfill the demanding request of A Airlines accordingly and has successfully developed a customer interaction center, providing FFP members with one-stop services. As a result, the total amount of Companion members has been increased to around 7 million while it was only hundreds of thousands in 2002. Moreover, Companion customer interaction center and the quality service thereof have always been kept first-class within airline industry.
Solution
arvato has a deep understanding upon A Airlines business requirement and corresponding solutions are offered as follows.
Service center operations
£¾ Handling of inbound and outbound calls, faxes, e-mails, regular mails
£¾ Separate service hotline for VIP customers
£¾ Multi-lingual services including mandarin, Japanese, Korean and English
£¾ Manufacture and delivery Membership cards, commercial letters and magazines
£¾ Data capturing of new member enrollment
£¾ Retroactive mileage crediting
£¾ Award ticket redemption
£¾ Complaint handling
Consulting
£¾ Strategy consulting
£¾ Operations consulting
Quality monitoring system
Support to global ticketing offices directly under A Airlines |
