Aer Lingus Chooses Salesforce to Digitally Transform Customer Journeys

Salesforce has announced that Aer Lingus, the Irish flag carrier, is using Service Cloud and Marketing Cloud to transform its customer experiences.

Why it’s important: 96% of customers say excellent customer service builds trust, according to Salesforce research.

With Salesforce, Aer Lingus will digitally transform to deliver personalisation and seamless customer experiences at scale. This includes introducing a centralised management capability and omni-channel approach across all marketing, transactional, post purchase/travel, loyalty, support and disruption communications.

Creating a customer-first approach across all touchpoints will remove friction, optimise the right message at the right time, and also help Aer Lingus consolidate its technology stack.

• With Service Cloud, Aer Lingus will allow customer service teams to respond to customers more efficiently through data, automation, UI and guided workflows.  average case handling time and increase agent productivity through guided workflows. This will enable teams to respond to customers more effectively and quickly during peak travel periods.
• Marketing Cloud will streamline all customer communications, increasing the quality of communications through richer, more relevant data and increased consistency.

Susanne Carberry, Aer Lingus Chief Customer Officer, said: “At Aer Lingus, we are constantly striving to enhance our customers’ journey with us. Salesforce will allow us to understand our customers better and offer them a personalised, digital led experience. As we grow our airline, this will become an integral part of how we ensure we are giving customers the dedicated care that they expect from Aer Lingus.

“We’re delighted to be working with Salesforce as we use their game-changing technology as part of our ongoing digital transformation.”

Carolan Lennon, Salesforce Ireland Country Leader, said: “The airline industry is increasingly competitive, and how brands communicate with passengers will continue to be a key differentiator. From booking travel to receiving notifications of new routes, Aer Lingus recognises the power of personalised customer journeys in the air and in their digital offer. Enhancing personalisation and reducing friction experiences are key ingredients driving success with Aer Lingus. We’re excited to help Ireland’s flag carrier to unlock the opportunities that digital transformation has to offer.”

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