Salesforce in the Clouds

Airlines now have the opportunity to choose technological solutions to deploy and address issues that can hinder customer experience. Salesforce Cloud can be the answer to these issues. For instance, Marketing Cloud with real-time data analysis can enable better communication between airlines and their customers. At the same time, Service Cloud facilitates effective problem resolution, and Slack provides a platform for seamless communication with customers. The table below showcases some cloud success stories.

Name of Airline	Brief description of the program on Salesforce	Salesforce products used
Air Asia⁵	Advanced technologies enable employees to respond to customer inquiries more swiftly and with greater ease.	Service Cloud, Sales Cloud, Marketing Cloud, Community Cloud
Delta Airlines⁶	Greater visibility for the sales team into corporate accounts to address their needs better	Sales Cloud, Chatter
KLM Airlines⁷	Transformed into a socially connected airline that tracks and responds to customer conversations on social media with speed and intelligence	Marketing Cloud, Service Cloud, and Chatter
Japan Airlines⁸	Empowered employees to connect better with customers and provide more appropriate services	Chatter
Surf Air⁹	Helped achieve a high degree of personalization when reaching out to customers	Sales Cloud
Avinor¹⁰	Customer-centric marketing enables personalized travel experiences	Salesforce Marketing Cloud and Fluido's (an Infosys company) expertise
Finn Air¹¹	A holistic view of the customer and launching omnichannel services elevated customer experience and satisfaction	Salesforce Sales, Service, and Marketing Cloud solutions and Fluido's expertise

Consider these common issues and how Salesforce can tackle them.

Communication during travel disruptions

Salesforce CRM can serve as a centralized communication hub, integrating with various communication channels (email, SMS, mobile apps) to ensure consistent and coordinated messaging during travel disruptions. By integrating CRM with operational systems and flight data, real-time updates can be automatically sent to affected travelers, providing timely information about gate changes, rescheduled flights, or alternate transportation options. CRM systems can enable two-way communication, allowing travelers to reach out to customer service teams directly through preferred channels, ensuring prompt responses and personalized support.

Air India has deployed Salesforce CRM to have a single platform to track all customer interactions across its contact center, mobile, web, chatbot, email, social media and other channels. As a result, the airline can respond proactively to customer issues and ensure a better experience¹²Consistent Customer Service across Touchpoints - Salesforce CRM gives airlines a 360-degree view of customers, consolidating data from various touchpoints such as reservations, check-in, onboard services, and post-flight feedback. Using CRM data, airlines can standardize customer service processes and ensure consistent service delivery across all touchpoints, regardless of the channel or department involved. CRM systems can provide customer service representatives access to comprehensive customer profiles, allowing them to address inquiries, resolve issues, and provide personalized assistance based on past interactions and preferences.Southwest Airlines uses Salesforce CRM to help agents access customer data, manage inquiries, and resolve issues promptly. It consolidated 15 disparate systems into Service Cloud, providing agents with a single view of each customer while simplifying and speeding up service functions. Agents can use the chat channel more and have significantly increased the volume of customer interactions in a day¹³