Customer-Experience initiatives proposed.
Employee training workshops conducted.
Customer-Experience processes optimized.
A leading Latin American airline partnered with Sintec Consulting to tackle inefficient, manual processes and enhance its customer experience. Through the optimization of over 50 processes and the definition of more than 550 strategic initiatives, the company laid the groundwork for a future focused on efficiency and customer-centricity. This comprehensive approach not only streamlined operations but also defined a strategic Customer Experience plan, setting the stage for improved service delivery, higher customer satisfaction, and long-term growth.
“Manual processes and fragmented customer data were preventing the airline from delivering a unified and efficient customer experience.“
The airline faced significant challenges in its customer experience operations. Manual, time-consuming processes lacked automation, and the management of customer data was inefficient. Additionally, there was a lack of standardized processes across customer segments. These obstacles hindered the airline’s ability to deliver a seamless and personalized customer experience, leaving the company struggling to keep up with the growing demands of the market.
The company partnered with Sintec Consulting to improve customer experience (CX) processes. By recognizing and addressing inefficiencies, defining collaborative initiatives, and reducing resistance to change, the company aimed to optimize CX across multiple customer segments..
The project delivered remarkable results, significantly enhancing the customer experience (CX) framework. Over 550 CX initiatives were proposed, and more than 50 CX processes were optimized. Additionally, over 40 training workshops empowered employees to embrace the new processes. These improvements streamlined customer interactions, fostered greater engagement, and set a strong foundation for long-term success, ensuring the organization was better equipped to meet evolving customer demands and market expectations..
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