Bangkok Airways has gone live with Oracle Service Cloud to power customer experience and customer engagement. The cloud service took only six weeks to go live. This is the first airline deployment of the Oracle Service Cloud in Thailand.
The airline services many of the region’s most popular tourist spots, including Siem Reap in Cambodia, the Maldives, Yangon and Mandalay in Myanmar, Hong Kong, Kuala Lumpur, Singapore, Mumbai in India, Dhaka in Bangladesh, Danang in Vietnam and Phuket, Koh Samui and Chiang Mai in Thailand.
“Oracle Service Cloud provides us with the tools to deliver better customer experience and allow greater visibility for our teams to ensure we make faster and better informed decisions,” said Prote Setsuwan, VP of marketing at Bangkok Airways.
“It is vital that we are able to quickly identify and respond to requests and incidents to minimize any disruption to travel plans,” said Prote. “Oracle Service Cloud helps us better restructure our current service operations and streamline how we respond to customers.”
The deployment will help Bangkok Airways’ reservations and incident teams track all customer cases in one place, streamlining the customers’ journey and helping customers quickly receive answers to their queries.
The project will also enable agents and supervisors to route, track, and audit emails, and generate reports to measure performance of both incident resolution and agents’ performance. Oracle Service Cloud will also drive efficiencies by reducing the overall number of requests to the contact center.
“With Oracle Service Cloud we hope to be able to gain a better understanding of our customers and their needs. As one of the leading airlines in the region, Bangkok Airways strives to continuously improve customer service to maintain good relationship with our passengers, and we are looking forward to benefiting from the key features of the Oracle Service Cloud,” said Prote.
Natasak Rodjanapiches, managing director of Oracle Thailand, said Bangkok Airways was looking for a solution to empower their employees to deliver an enhanced experience for their customers.
“Oracle Service Cloud provides actionable insight, allowing quicker decision making, offering functions required to integrate and manage customer inquiries and interactions across all channels, and deliver world-class customer experience without disrupting customers’ travel plans.”