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Integrated B2B/B2C Customer Care Solution: Airport Management Company
Main challenges
- Implement innovative solutions, like a customized chatbot, for enhanced customer interaction.
- Provide bilingual support through chat and voice channels.
- Implement innovative solutions, like a customized chatbot, for enhanced customer interaction.
Business Need of the Customer
The customer is the company that manages two of the most important Italian airports. In 2019, the company recorded air traffic of around 50 million passengers, with more than 100 airlines, with over 230 destinations worldwide. GRS acquired this contract by winning a public tender in which 12 national and international companies participated, thanks to a proposal for an integrated BtoB and BtoC customer care solution that is very advanced both in terms of technology and work organization.
The customer was looking for a partner capable of:
- A sophisticated BtoB and BtoC customer care solution that is technologically advanced and well-organized
- Round-the-clock support services through chat and voice channels in both Italian and English for internal and external customers
- The ability to handle traffic peaks during crisis events, ensuring effective management during situations like strikes or flight cancellations due to adverse weather conditions
- The development and integration of innovative solutions, including a customized chatbot, to enhance customer interaction and automatically redirect customers to specialized operators
outbound calls/month handled by GRS during peak periods
inbound calls/month handled by GRS during peak periods
customer satisfaction questionnaires/ month
Integrated BtoB and BtoC Solution
GRS offered an advanced and integrated customer care solution, excelling in technology and organizational efficiency.
24/7 Multichannel and Multilingual Support
GRS demonstrated its capability to provide round-the-clock support through chat and voice channels in Italian and English, showcasing adaptability and customer-centricity.
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