Ensuring Business Continuity during a global disruption to the airline industry
The Challenge in Hand.
The SOLUTION provided.
For one client Centrecom was integrated into the Operations Control Centre (OCC), providing essential customer feedback at the highest level. Very good communication with this OCC was ensured at all times to ensure we updated customers with expected departure times for their flights. After services were resumed, Centrecom handled all passenger claims, including expense claims for accommodation, transportation, meals and clothing. This service was extended for a period of six months following the event to make provision for all incoming claims.
The BENEFIT of having Centrecom manage the Disruption Services.
The broad media exposure of this particular event allowed stranded passengers to evaluate options by comparing their own experience with others. The excellent service provided by Centrecom guaranteed a positive customer experience, even under trying circumstances, which undoubtedly improved customer retention and improved customer loyalty, later to be reflected in repeat business.
By working in close concert, Centrecom staff and the clients’ staff joined forces with the sole objective of solving problems and creating the absolute best customer experience.
Feedback from customers and clients raised the confidence of these teams, motivating them to even better performance and exceptional productivity. The camaraderie and staff loyalty that emerged during this crisis has had a lasting impact on Organisational culture.