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How to Improve Customer Relationship Management in Airline Industry

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By Awokunmi Ayodeji Peter


Customer Service Advisor Ethiopian Airlines Manchester UK companies all over the world are taking the issue of Customer Relationship Management (CRM) very seriously. Every successful enterprise across the globe is keenly interested and always ready to meet the needs of its customers. The airline industry is a service organization and every effort must be made to give a seamless customer experience at all times. Digital Transformation and Innovation help industries remain relevant in today’s world where technology is growing rapidly.


The aviation sector is subject to intense scrutiny for maintaining high precision due to the numerous laws in place. Currently, the aviation industry is under considerable strain. The industry is expected to present numerous pieces of information at the same time due to the increased competition, though. A system is necessary so that you can handle your inventory, customer information (such as data and preferences), transactions, refund information, and other things.

A deeper comprehension of aviation CRM software is necessary in light of this. Furthermore, it is critical to make sure that all of this information complies with the relevant regulatory agencies.

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Processes in the aviation business need to be streamlined to cut costs. Companies can pass on savings from lower operational expenses to customers by offering lower fares. CRM for airlines aids in integrating quality and technological data exchange. Decisions must be taken in the aviation sector swiftly and with complete accuracy.

Implementing CRM throughout the process will enable this. By ensuring that the management has effective control over economic and commercial activities, operational effectiveness will be increased.


Advantages of CRM for the Aviation Industry
Data security
The data must stay private and secret in the aviation industry. CRM software is made specifically for the aviation sector to give users high reliability. Some solutions allow selected users to examine data belonging to the company. The ease of maintenance, the use of a single data security method for the entire data environment, and the ability to detect impending threats based on relative changes are further advantages that can be utilized. The airline sector can streamline all of its operations and offer the finest customer service by using CRM.


Improved Control in all Departments
All department’s operations come with a lot of expenses. Typically, these take the shape of labour costs, material costs, and operations management. Before making any decisions, it is crucial to carefully review all the departments. Aviation CRM aids in giving a birds-eye perspective of all operations across many sectors. This makes it easier to find and swiftly fix any flaws. The functionality of CRM is increased by the fact that it works with a variety of portable devices and is a dynamic software that enhances overall visibility.

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Improved customers loyalty
CRM helps to improve customer loyalty when customers have the opportunity to give feedback on how they feel about the company. A responsive company must therefore take this feedback to develop a product or service that will better serve the customer. Voice of the customer (VOC) is one of the ways by which organizations get feedback from their customers. This process has helped organizations to develop a personalized service that helps to improve customer experience. Airlines across the globe are taking this approach to increase customer loyalty and Nigerian airlines should not be left behind.


Process automation

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The aviation industry’s overarching objective is to reduce unnecessary steps and boost production. CRM software automates the entire procedure, making it easier to manage crucial corporate operations including cost, operation, and maintenance. It is simple to cope with the continual configuration changes, and no separate system is needed to complete each task. The aviation sector benefits from excellent fleet reliability and inventory level monitoring norms. Users can check the software with total freedom and ease when on the road thanks to its compatibility with mobile devices.


Omnichannel experience
Customers today need a smooth omnichannel experience, round-the-clock customer support, and tailored communication. Businesses that don’t meet these requirements will fall behind. Another company is always only a click away for the customer.


It’s obvious that having an omnichannel approach is advantageous for both organizations and customers, but how can enterprises begin their digital transformation? How can companies develop an omnichannel strategy that stands out at a time of intense competition? CRM platform provides an omnichannel experience for customers.

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Finally, airlines in Nigeria must improve their CRM approach. The benefits of CRM are inexhaustible to customers, airline companies, as well as stakeholders.

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Business

inDrive Emerges Most Outstanding Brand in Urban Service

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inDrive, a global mobility and urban services platform, has emerged the most outstanding brand in urban service in Nigeria at the maiden edition of Iconic Brands and Legends of Media and Marketing Communications Award held in Lagos on Tuesday, December 10, 2024.

inDrive was recognized and celebrated for its transparency, fairness, and affordability in intercity travel and logistics among ride-hailing platforms in Nigeria.

Speaking on the award, Timothy Oladimeji, Country Representative, Nigeria, inDrive, described it as a testament to the ride-hailing platform’s unique contribution and commitment to providing fair and accessible transportation options to its customers.

Oladimeji stated that the award highlights the company’s focus on safety, fairness, affordability, and satisfaction, thereby cementing its reputation as the go-to ride-hailing service in Nigeria.

He noted that the achievement underscores the company’s dedication to delivering the best ride-hailing and logistic experience for customers while continually pushing the envelope for innovation. He explained that the mobility platform remains a game-changer in the ride-hailing business in Nigeria as it empowers both drivers and passengers through its negotiation model.

“This recognition is a huge motivation that would help us expand our footprint and continue to provide exceptional services to all our customers. I can categorically say that the recognition validates the acceptability and rapid adoption of our platform by both drivers and passengers in Nigeria,” he said.

Speaking on the recognition and criteria, the lead convener of the award, Samuel Ajayi, said the award was truly deserving, given that the platform has provided unique, fair, and affordable services to all its users.

Ajayi emphasised the significance of acknowledging the brand’s achievements in Nigeria over the last few years adding that the company has shown exceptional performance by all parameters and standards.

“inDrive has really thrown its weight since joining other ride-hailing platforms in Nigeria. I am happy to say that inDrive has disrupted the Nigerian market with its unique offerings, which has endeared many users to the platform. From our findings, I can say that the brand remains the preferred platform given that it is the only one that provides safe, fair, efficient, and affordable transportation,” he said.

Since launching in Nigeria, inDrive has cemented its status as a market leader through its commitment to enhancing urban mobility and consistently delivering superior customer service.

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FG to benefit from World Bank’s $500m loan

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Federal Government is to benefit from a $500 million loan facility from the World Bank for the Human Capital Opportunities for Prosperity and Equity (HOPE) project in the country.

Minister of Budget and Economic Planning, Senator Abubakar Atiku Bagudu, made this known during a courtesy visit on him by the International Monetary Fund (IMF) Mission Chief for Nigeria, Mr. Axel Schimmelpfennig

The loan facility, according to the minister, will increase the availability and effectiveness for financing for basic education and primary health care in the various states of the federation.

The fund, he said, will enhance transparency and accountability for basic education and primary health care in addition to improving recruitments, deployments and better performance management of teachers.

While appreciating the support of the World Bank, Bagudu elucidated that the Nigerian Constitution is the legal framework that provides the rules and procedures that guides the budget process in addition to empowering the federal and state governments to make expenditures in the preceding year for the purpose of meeting expenditure necessary to carry on the services of the government.

“This expenditure can continue for a period not exceeding six months or until the coming into operation of the law as can be seen on Chapter 5, Part 2 Section 122 of the Nigerian Constitution” he said

Bagudu explained further that the reforms embarked on by the Bola Ahmed Tinubu’s administration were aimed at developing and implementing economic and tax reforms that will guarantee more functional Public Financial Management (PFM) systems in the country.

“The economic reforms are necessary decisions to put the Nigerian economy on the right track”he explained

He assured the IMF Team that though Nigeria is experiencing a number of challenges such as hardship of citizens as a result of removal of fuel subsidy, floating of foreign exchange, electricity reforms that distributed citizens into bands, Nigeria is on course to economic recovery.

In a statement, the minister appreciated the willingness of the IMF to support Nigeria but however called for more support in the area of resource mobilisation from multinational partners in order for government to provide developments in all sectors of the economy.

Earlier, the International Monetary Fund (IMF) Mission Chief for Nigeria, Mr. Axel Schimmelpfennig said he was in the country to have interactions with the minister on the workings of the Nigerian budgeting process with particular emphasis on the simultaneous implementation of the 2023/2024 budgets and supplementary budgets in the same year in preparation for the publication of the 2025 annual report of the World Bank.

Schimmelpfennig welcomed the tax reforms of the federal government as increased revenue generation will ensure more developments for Nigerian citizens and thus promised the country of more IMF support for Nigeria’s developmental needs.

Permanent Secretary, Ministry of Budget and Economic Planning, Dr. Vitalis Emeka Obi, briefed the team on the ministry’s role in co-ordinating Nigeria’s development planning and budgeting processes. The Permanent Secretary emphasised that 2025 promises to be a year of more rapid investments.

 

DailySun

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FG invests $450m on CNG value chain

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The Nigerian government said that it has invested over $450 million in the development of the country’s compressed natural gas value chain.

According to NAN, the Project Director of the Presidential Compressed Natural Gas Initiative, PCNGi, Michael Oluwagbemi, disclosed this on Monday at the 9th Edition of the Nigeria Energy Forum, NEF 2024, in Lagos.

Oluwagbemi, who was represented by Tosin Coker, the Head of Commercial at PCNGi, emphasised that the investment spans critical areas of the CNG infrastructure, including the establishment of mother stations, daughter stations, refuelling stations, and conversion centres across the country.

“The Presidential Compressed Natural Gas Initiative (PCNGi) on Monday said that it had invested more than 450 million U.S. dollars in the Compressed Natural Gas (CNG) value chain.

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