Baggage claims in one application, and better customer service
Catching the moment when a customer is about to become unhappy is priceless. We helped Smartwings turn a claim for a damaged, delayed or lost bag into a positive experience.
When a spreadsheet isn’t enough
The client came to us wanting a more efficient baggage claims process - better record-keeping, better ways of working and better communication. The records weren’t consistent and were weighed down by legacy practices.
The work involved many manual steps, including logging every request from passengers. Communication went by email; passengers sometimes misunderstood something and didn’t send the right documents first time. That added to their frustration and to the administrative load - and with passenger numbers rising, the system was becoming unmanageable and unsustainable.
One application for everyone
We developed the Baggage Claim web application - a logically structured system of forms for entering the data and documents needed. It guides both the customer and the administrator through the whole process:
‘Thanks to the new application we have an overview of everything - requests, deadlines, open claims. With the same number of staff we can handle several times more claims.’
Easier claims, lower costs
Entering the details is easy for passengers and administrators alike, and the work is intuitive and clear. Passengers don’t forget anything, and don’t burden the claims department with follow-up questions. What the application delivered:
Say goodbye
to needless paperwork.
We’ll build or adapt a CRM tailored to your processes, departments and customers.