Air Canada Liaison
Virtual Account Management Platform
Air Canada Liaison Virtual Account Management Platform – Case StudySamantha Bauer2019-02-28T14:58:07+00:00
Air Canada is Canada's largest airline and the largest provider of scheduled passenger services in the Canadian market, the Canada-U.S. transborder market and in the international market to and from Canada. In 2017, Air Canada carried over 48 million passengers, offering direct passenger service to more than 200 destinations on six continents. Air Canada is among the 20 largest airlines in the world and employs 30,000 people.
About Air Canada
Air Canada sells its products through various direct and indirect sales channels. Select managed travel agency partners - an important customer segment for Air Canada - were traditionally managed at a distance by an account manager, who may have visited once or twice a year to provide KPI contract revenue performance, product news and training as required. Customer support queries would be directed to the contact center, where they would be subject to operational call volumes and wait times.
The objective was to provide an easy-to-use interface to facilitate partner engagement on 24/7 basis, provide access to KPI contract performance reporting, product information, and training.
Working closely with the Air Canada Customer Support Team, we developed – AC Liaison - a virtual account management platform to provide select managed travel agency partners with the tools necessary to help grow their business and provide efficient sales support for their travelers.
Partners now also have access to passenger booking/ticketing sales support Monday to Friday 0800 – 2000 through the new AC Liaison platform.
AC Liaison also provides an efficient method of two-way communication while engaging participants with consistent branding and strong visuals, clear expectations and up-to-date, detailed results.
Instant Access to the Air Canada Family
A custom-built browser extension puts the Air Canada logo permanently at the top right corner of the user’s browser. The extension lets the participant login to the entire family of Air Canada websites with a single login, eliminating the need for agents to keep track of several user names and passwords and doubles as a constant marketing tool.
Once logged in, participants are greeted with a highly visual page designed to create excitement around Air Canada and its product family.
An integrated communication system announces new routes, incentives, sends out reminders and updates, etc., in the participant’s preferred language.
Participating agency partners in need of support have three options, each fully integrated within the AC Liaison platform:
Online articles, reference material and FAQs
Online web form for support queries with guaranteed response times
Automatic online chat for pressing requests for departures within the next 24 hours.
Agency owners and financial executives can track their agency’s performance based on established KPIs through a dynamic dashboard and adjust their agency sales focus as needed to achieve their quarterly goals.
With AC Liaison, Air Canada delivers a responsive account management and customer service platform, which increases their engagement, provides a toolkit for growing their business with Air Canada, and results in the strengthening of the customer relationship.
Currently there are 203 selected travel agency partners from across Canada enrolled in AC Liaison. At launch, the total number of engagements were benchmarked at 812 instances, per year. One year later, the engagement factor has reached 5,282 instances for the portfolio.
Most important, partners are very happy with the enhanced level of service and information they receive from the platform.