Company Overview

Tampa International Airport (TPA) located just 6 miles west of downtown Tampa, FL.  The airport is served by over twenty major air carrier airlines, four regional airlines, and three air cargo carriers that serve 93 non-stop destinations.  Last year, 2019, the airport handled over 22 million passengers, making it the 28th-busiest airport by passenger movements in North America.

 

Business Case

In late 2017, TPA was managing all customer service cases using an out-of-date, inadequate system that provided a number of pain points.  Cases were being logged in different systems for each department (Customer Service, Police, Lost and Found, Etc.).
  • Lack of 360-degree view of customers and cases.
  • Lack of reporting.
  • Manual, unstandardized responses.
  • Insufficient source of Knowledge Base (internal and external facing).
  • Systems could not integrate with the TPA website, which caused a bottleneck of emails.

It was at that time they decided to move to Desk.com, which was a more robust system that could integrate with their website and streamline the support cases.

During the implementation of Desk.com, Salesforce announced that Desk.com would be retiring in March 2020, and would be replaced with Salesforce Service Cloud.  It was decided to make the switch sooner than later to be ahead of the game.  The switch over to Service Cloud, not only allowed for additional features to be used but also provided TPA the ability to scale in the future.

 

Solution

  • Implementation of Salesforce CRM to gather and store information about clients (Account & Contact Management).
  • Implement Salesforce Service Cloud to gather and store cases.  Cases could be automatically submitted using the email-to-case or web-to-case (website integration) features.  Cases could also be manually created.
  • Implemented auto-response rules to keep clients up-to-date on their case.
  • Created multiple assignment rules and queues to help sort cases to the correct individuals/departments for a faster resolution time.
  • Created macros that provided a standardized and more streamlined response to clients.
  • Created and implemented a Knowledge Base (KB) for FAQs for internal and external facing.
  • Created a number of reports and dashboards to help see the overall picture of each type of case and matrix around those cases.

 

Outcomes

  • Provided an organized database of customers and cases related to each of them.
  • Standardized responses to clients.
  • Decreased response time to clients regarding cases.
  • More visibility on cases and departments.
  • Increased internal staff knowledge using the KB Articles.
  • Provided a self-service portal for clients (KB Articles)

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