The Comarch Concierge Agent – VIP Customer Care System

2008-07-02T07:46:00.000-07:00

The key 20 % of customers generate 80% of the revenue! Is it really possible? How can your company efficiently care for profitable customers?

The airline market: What are the trends and requirements of this market? What is the Comarch Concierge Agent?

Concentrating on the Airline market, it is essential to mention that we confront one of the most demanding and volatile businesses. Airline companies operate on the global market and in ever-changing conditions, yet they still have an opportunity for differentiating themselves from other competing companies. An increase in competition is one of the factors in the mounting pressure resulting from escalating costs. As we have observed, these companies must compete and face each other in a strong market while fighting for the customer’s basket. Nowadays customers have very sophisticated requirements. If we want to meet their needs and increase our revenues, we must pay the majority of our attention to the most valuable customers.

By this, I mean VIP passengers. If we profoundly think about the connection between the significance of VIP customers and high levels of revenue it is easy to say that by concentrating only on key customers, we would be able to receive amazing financial savings and what is more, earn the satisfaction of the most valuable group of consumers. Honestly speaking, these and only these customers are able to ensure 80% of our profits. Is it really possible? How can we attain such success? The recipe is very simple – The Comarch Concierge Agent.

The business aspect of caring for key customers

Let’s try to imagine that we are the customer who earns $150.000 annually. What are our expectations according to services and bonuses? Most likely, we are not interested in direct price benefits. So what can maximize our satisfaction? The answer is very easy. We want to be a very important customer. We want to feel that we are going to be taken seriously. We need to be VIP passengers. The most valued customers deserve special attention and respect. The only way to provide them with the highest level of satisfaction is to let them become a member of the VIP Loyalty Program.

Assuming that we are Mr. Smith, the president of one of the greatest corporations in the world who is traveling from point A to point B, we can also assume that we want to be offered the highest level of service. What can we expect from an airline company? From the beginning, we want to be a recognizable customer. We are traveling first class, what can possibly go wrong for us? We think - nothing! But in reality, there are many situations that can cause us to feel displeased. We must care for the VIP customer by anticipating his needs and prevent a negative experience. In this way, we will form a strong and permanent relationship. By creating an awareness of a VIP customer’s value, we can be sure that it will result in a huge number of permanent VIP passengers as well as additional business benefits. We can also be sure that in a very short time we will become the only reliable and professional supplier of services in our marketplace.

How can we achieve such success? How do we distinguish our company from the competition? The most important point is to provide VIP passengers the package of advanced services and professional business support that they need. If you want to fulfill all your customer’s sophisticated expectations and be able to manage their needs in all aspects related to traveling, you must focus on instant access to useful information. By administrating a passenger’s details such as personal data, contact information, history of agent interactions and itineraries, you can easily make decisions according to these activities which positively help customers. By assigning a VIP customer to your agent, you can be sure that the customer has the best service level agreement and customer care conditions. Integration with external data providers helps you to proactively manage flight changes and guarantees the prevention of negative customer experiences. What is more, application management by handheld devices fully assures professional care for VIP passengers. It helps to manage and track on-concourse agent interactions, such as meeting and greeting members or assisting them with catching tight connections. It provides the possibility to plan the management of agents through the automatic notification of assigned activities and updates. Thanks to this professional agent support, VIP customers can travel safely, comfortably and frequently.

The Comarch Concierge Agent – a perfect solution for your company.

The Comarch Concierge Agent is an application created to improve the satisfaction of key customers and assure a unique capability to achieve strong financial benefits. Designed to form an awareness of the value of VIP passengers, it provides tools for managing profitable customers’ inconsistent requirements. Thanks to integration with portable devices, passengers can be professionally supported in real-time. It offers a more complete passenger experience to these customers by including a dedicated reservations desk, and establishes a rigid approval process that follows specific business rules. An integrated system streamlines customer service for these high-valued passengers, improving workflow and increasing productivity.

Paulina Polok

Comarch Loyalty Center - airlines

The Comarch Concierge Agent – VIP Customer Care System