Etihad Cargo implements new CRM system

Etihad Cargo Contact Centre. Source: Etihad Cargo

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.

Etihad Cargo reports continued growth in online sales

Share this story

Related Topics

Latest airfreight digitisation news

IBS Software appoints new CEO

Aviation software firm IBS Software has appointed Somit Goyal as its new chief executive to succeed Anand Krishnan. Goyal has…

Read More

Share this story

Air Canada Cargo signs up for Rotate’s Sales Cockpit

Air Canada Cargo will use Rotate’s Sales Cockpit technology with the goal of increasing sales and monitoring performance of its…

Read More

Share this story

Thai Airways joins WebCargo platform

Thai Airways will place its cargo capacity on the WebCargo by Freightos platform to offer forwarders access to real-time booking,…

Read More

Share this story

Damian Brett

Damian Brett
I have been writing about the freight and logistics industry since 2007 when I joined International Freighting Weekly to cover the shipping sector.After a stint in PR, I have gone on to work for Containerisation International and Lloyds List - where I was editor of container shipping - before joining Air Cargo News in 2015.Contact me on [email protected]