Etihad Cargo implements new CRM system

Etihad Cargo has implemented a new customer relationship management (CRM) system as the latest step in its digitalisation drive.

The cargo business said that it would now use the Microsoft Dynamics 365-driven Pulse CRM system, which will provide customer service agents with more customer-focused data.

The system provides an updated case management system and customer information, such as the customer’s history, purchase records, sales interactions and a more in-depth view of customer queries.

Tim Isik, vice president of commercial at Etihad Cargo, said: “The transformation of Etihad Cargo’s Customer Contact Centre through the launch of this new system provides greater transparency and visibility, enabling customer service agents to track each transaction from initial contact through to resolution.

“This data will enable the Customer Contact Centre to identify processes where efficiencies could be achieved, which will ultimately provide Etihad Cargo’s customers with a streamlined and more efficient communication process.”

The system also provides customers with the option to leave immediate feedback and access a Net Promoter Score questionnaire.

The new CRM system is the latest in a series of digital investments made by the airline that have boosted its online sales.