The client

Aircalin is the international airline of New Caledonia. As a gateway to the world and New Caledonia, a unique and preserved archipelago, Aircalin creates a special connection with Pacific countries, promoting cultural and commercial exchanges, particularly with the three French overseas territories in the Pacific.

Aircalin employs nearly 500 staff members who are committed every day to offering their customers the best in terms of safety, comfort, and hospitality for a travel experience that meets their expectations.

Thanks to commercial agreements with over sixty partner airlines, Aircalin serves as a bridge between New Caledonia and the rest of the world.

Their needs

Aircalin is seeking to modernize its commercial processes to improve the customer experience and optimize its operations. The identified needs are as follows:

  1. Data centralization: Gather all customer and booking information within Salesforce for more efficient management.
  2. Integration with Amadeus: Import flight data from Amadeus to synchronize bookings, schedules, and customer information in real time.
  3. Online customer portal: Develop an intuitive customer portal where passengers can manage their bookings, view their flight history, and access personalized offers.
  4. Customer request management: Improve customer request handling through Salesforce Service Cloud, using tools like Email-to-Case and Web-to-Case.
  5. Subscription system: Implement a flexible and attractive subscription system to retain customers, with customizable options.

Our recommandations

  1. Use of Salesforce Service Cloud: Deploy Service Cloud to efficiently manage customer cases. This will allow agents to track and resolve requests quickly, while offering a complete view of past interactions.
  2. Personalized customer portal: Create a customer portal where passengers can:
    • View their past and upcoming bookings.
    • Access their requests and track their status.
    • Discover special offers and subscribe to additional services (such as loyalty programs or travel options).
  3. Integration with Amadeus: Develop a Talend job to import flight data from Amadeus, ensuring that booking information is always up-to-date and accurate.
  4. Automation of customer cases: Use Email-to-Case and Web-to-Case to automate the creation of cases from emails and online forms. This will streamline request management and ensure a quick response via the customer’s preferred communication channel.

Implementation

  1. Improved request management: By centralizing all requests in Service Cloud, agents will be able to manage cases more efficiently, reducing response times.
  2. Increased customer satisfaction: Thanks to an intuitive customer portal and quick handling of requests, customers will feel more connected and valued, strengthening their loyalty.
  3. Easier access to information: Passengers will have easy access to all information about their flights, booking history, and subscription options, enhancing their overall experience.
  4. Additional sales opportunities: By offering personalized deals and subscriptions through the customer portal, Aircalin can increase sales and attract new customers.

Satisfied Users

Salesforce Clouds implémented

Years of Collaboration