The story behind
Copenhagen Airport Customer Service had an increased number of customer inquiries and insufficient way to handle them in a professional way.
A project to obtain overview was initiated and many options were investigated.
How Quorum supported the project and the process
Quorum Consulting helped as trusted advisor, clarifying the business requirements, selecting the platform (SalesForce ServiceCloud) and partner to support the Customer Experience ambition, as well as supporting the implementation and rollout to four departments.
Quorum helped to Copenhagen Airport to operationalize customer experience and ensure improved internal processes in general.
The goal to establish a better and uniform way of capturing customer inquiries and handling of these across channels was met.
During the first year after implementation, Customer Service solves 18% more inquiries due to increased efficiency.
Employees have decreased their workload, and are much happier with how they work.
Customers are more satisfied and answers 30-40% of satisfaction polls.
Customer Service agents has one entry for all handling of inquiries and an easy overview of tasks, service level and progress. Customer Service Management now has a full overview of service level and can give 1:1 feedback
Automatic answers incorporated in the service processes results in more than 100+ inquiries less to handle manually per month.