Etihad Cargo Enhances Customer Service with Launch of Digital Sales Optimization Tool

Etihad Cargo, the cargo and logistics arm of Etihad Airways, has announced the launch of its innovative digital tool, Sales Cockpit, developed in partnership with Netherlands-based technology firm Rotate. This cutting-edge sales optimization tool is designed to revolutionize the way Etihad Cargo enhances its customer relationships by leveraging data and machine learning for improved customer service and insights into the carrier’s network and clientele.

Initiated in May 2023, the collaboration between Etihad Cargo and Rotate aimed to harness the power of data analytics and machine learning to refine customer interactions and broaden the understanding of the carrier’s partners and customer base. Sales Cockpit employs sophisticated custom-built algorithms to analyze vast amounts of data, providing tailored and customizable recommendations for strengthening customer relationships and identifying both current and future business opportunities.

Following the successful co-development and delivery of Sales Cockpit, Etihad Cargo is set to deploy this first-of-its-kind tool globally. It promises to arm the carrier’s commercial teams with real-time, updated data analyses and insights into Etihad Cargo’s operations across various routes, with specific customers, and by product types.

Stanislas Brun, Vice President of Cargo at Etihad Cargo, highlighted the significance of the Sales Cockpit tool, stating, “The successful co-development and completion of Sales Cockpit in partnership with Rotate will benefit Etihad Cargo’s partners, as sales representatives and account managers are empowered by data to have more meaningful interactions with customers.” Brun emphasized the tool’s potential to streamline the customer journey, enhance sales efficiency, and forge stronger partnerships, ultimately helping customers to achieve their business goals.

The development of Sales Cockpit was a collaborative effort involving over 50 Etihad Cargo team members, contributing more than 1,000 hours to the total 6,000 hours of development time. This phase included visits to ten of Etihad Cargo’s global stations within 20 weeks, integrating real-time feedback for ongoing enhancements.

With the global rollout of Sales Cockpit, Etihad Cargo’s sales representatives and commercial teams will gain unparalleled visibility into the carrier’s key accounts, enabling them to benchmark regional performance and uncover global opportunities to assist customers in meeting their freight targets.

Concluding, Brun acknowledged the transformative impact of the Etihad Cargo and Rotate partnership on digitalization within the air cargo industry. He underscored Sales Cockpit’s potential benefits for Etihad Cargo, its customers, and the broader air cargo community in leveraging data for more engaging and effective customer interactions.