Singapore Airlines Partners with Salesforce to Revamp Software
Sunday 11th of April 2021
The flag career of Singapore, Singapore Airlines announces partnership with the world’s leading cloud-based software company Salesforce to develop and implement a new customer case and knowledge management system for the Airline. SIA plans to deploy the new system, 1Point, across all its contact centres and customer feedback handling units around the world later this year.
1Point will be upgraded as a dynamic case management tool which offers a contextual and holistic view of customer interactions through a single interface. The software will be powered by Salesforce Service Cloud and the Mulesoft Anypoint Platform to provide seamless, integrated customer services experiences. Therefore, service agents will no longer need to toggle between multiple systems to retrieve customer data, up-to-date information on products, services, policies and procedures, and perform transactions.
Commenting on the partnership, Sujith Abraham, Senior Vice President and General Manager for ASEAN, Salesforce said that reflecting on the impact of a global pandemic that has stressed the importance of digital engaging experiences with customers, they are proud to be partnering with SIA to to provide a single view of its customers and deliver best-in-class personalized experiences on the 1Point platform.
The implementation and application maintenance support for the software will be povided by Capgemini, a leading provider in consulting, digital transformation, technology and engineering services, as a system integrator. 1Point’s case management and guided workflows will also be integrated with SIA’s in-house artificial intelligence and machine learning capabilities.
“Data is the engine of a successful digital business and, coupled with advanced analytics, can deliver real-time insights that help clients meet their evolving needs. 1Point harnesses these digital forces to bring an enriched customer experience to one of the world’s top airlines.” said Gaurav Modi, Managing Director of Capgemini in South East Asia, Hong Kong and Taiwan.
The revamped software will offer a consistent and more personalized service enhancing the travel experience. Service agents will have access to the relevant information, including those related to each customer’s previous interactions, at every step. This facilitates quicker decision-making, and allows them to pre-empt a customer’s needs more efficiently.
This new implementation is an important step towards the digital transformation of the company according to Marvin Tan, Senior Vice President Customer Services and Operations, Singapore Airlines. “It is an investment in new technologies that ensure that Singapore Airlines is ready to support the evolving customer requirements in the coming years. It also affirms our strong commitment to ensuring that our customers continue to receive world-class service across the entire travel journey.” he said.
1Point further qualified for partial funding from the Civil Aviation Authority of Singapore’s (CAAS) Aviation Development Fund for its innovative front that leverages new capabilities to increase Singapore’s competitive advantage. Mr Ho Yuen Sang, Director (Aviation Industry), CAAS expressed his admiration for the project and said, “This project has received funding from CAAS’ Aviation Development Fund. By transforming the passenger experience for SIA’s customers at Changi, it will augment our air hub’s competitive offering.“