Asia's largest low cost carrier Air Asia is looking to enhance its customer service with a new partnership with Salesforce.
Under the new partnership, Air Asia will be using Salesforce Community Cloud software with one team spanning eight countries to address traveller needs on a more personal level.
AirAsia Group CEO Tan Sri Tony Fernandes said, “This is the year we focus on making our guests happy. This means placing customers and their needs at the centre of everything we do. Salesforce is the heart of this customer-obsessed approach as it gives us a complete view of our guests across all channels, allowing us to deliver a faster, more personalised service.
“Complaints are free market research. Someone took the effort to write to you to tell you where things went wrong and how they should be improved. These are things that companies pay a lot of money for consultants to tell them that same thing so we treat every complaint preciously. I strongly urge our guests to make full use of the official support channels below for the fastest resolution by our amazing customer happiness team led by Mimi Phua.”
“In today’s competitive landscape, airlines need to be attuned to customers’ needs, sometimes before they know it. AirAsia is a shining example of a customer-centric company constantly pushing the envelopes of innovation,” said Mark Innes, EVP and General Manager, Salesforce Asia Pacific. “Salesforce is uniquely positioned to help Air Asia on its journey to customer centricity and is proud to be its strategic technology partner.”
Saleforce is the world's largest customer relationship management (CRM) software provider based in San Francisco, California. Since 1999, it has worked with 150,000 companies throughout the world.