Customer Care Layer Overview
Swift and efficient passenger affairs' handling has a vital importance for airline and travel industry. Proper management of passenger complaints and suggestions is the heart of a good CRM (Customer Relationship Management) strategy, which increases customer loyalty. Within this framework, airlines need customer care management solution to interact with their customers, easy-to-use tools and personalized communications to boost satisfaction.
Crane Customer Care Layer (Crane CCL) is a widely spread, web based passenger contact and relationship management center. The System combines a rich set of functions and it is easy to use. Its robust and proven architecture enables easy integration with Crane Passenger Service System (PSS) and other airline platforms and third-party service providers. Its CRM (Customer Relationship Management) capabilities can strengthen relations between airline and passenger. The system can be used as a powerful marketing tool to improve services as well as airline's brand value.
Communication tone and customer relations are the most important aspects of an airline’s brand image. Crane Customer Care Layer (Crane CCL) uses communication templates and a has a full view of the passenger’s profile and behavior to manage airline’s brand image. It helps to ensure a consistent corporate representation for an airline. Communication can be a distinctive factor, that makes an airline stand out in a packed competitive invironment.
User specialization is essential for better and efficient customer service. Crane Customer Care (Crane CCL) allows association of subjects or service categories with certain users or user groups, that helps airlines to focus on cultivating customer care experts.
Crane Customer Care(Crane CCL) provides the ability to accesses full passenger profile with all necessary demographic and transaction information. The usage of Crane Customer Care Layer (Crane CCL) optimizes communication and provides personalized messages for customer contacts when needed.
- Customer Engagement
- Auto Distribution
- Workflow Management
- Airline System Integrations
- Access to customer communication history
- Web based reporting module
- Email, fax, web, sms, IVR integration
- Life cycle feedback
- Keyword recognition
- Accessible with web browser
- Multi-department support
- Automated task distribution
integrated with other Crane products
served more than over 50 million unique customers