Singapore Airlines taps Salesforce

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Singapore Airlines has selected Salesforce to develop and implement a new customer case and knowledge management system for the airline. This new system, 1Point, will be deployed across SIA’s contact centers and customer feedback handling units globally. As a dynamic case management tool, 1Point offers a contextual and holistic view of customer interactions through a single interface. SIA’s service agents will no longer need to toggle between multiple systems to retrieve customer data, up-to-date information on products, services, policies and procedures, and perform transactions. Its case management and guided workflows will also be integrated with SIA’s in-house artificial intelligence and machine learning capabilities. 

1Point will help to enhance the travel experience by supporting consistent and more personalized service across various ground-based customer touch points. Service agents will have access to the relevant information, including those related to each customer’s previous interactions, at every step. This facilitates quicker decision-making, and allows them to pre-empt a customer’s needs more efficiently.

“Implementing 1Point is an important step in our company’s digital transformation,” said Marvin Tan, senior Vice president, customer services and operations, Singapore Airlines. “It is an investment in new technologies that ensure that Singapore Airlines is ready to support the evolving customer requirements in the coming years. It also affirms our strong commitment to ensuring that our customers continue to receive world-class service across the entire travel journey.”

1Point is powered by Salesforce Service Cloud and the Mulesoft Anypoint Platform to provide seamless, integrated customer services experiences. Capgemini, a provider in consulting, digital transformation, technology and engineering services, will be the systems integrator for the implementation and application maintenance support.

As an innovative system that leverages new capabilities to increase Singapore’s competitive advantage, 1Point has also qualified for partial funding from the Civil Aviation Authority of Singapore’s (CAAS) Aviation Development Fund.

For more information, go to www.singaporeair.com and www.salesforce.com.