Denis Santos
- Cebu Pacific aims to reach customers’ inquiry as fast as possible
- CEB Customer Command Center boosts the company’s customer-first efforts
The leading Philippine carrier, Cebu Pacific, doubles up efforts in its customer-first initiatives with the unveiling of its Customer Command Center.
CCC?
CEB, through the years, has put itself among the first airlines in Asia to invest in an intergrated facility and technology for social intelligence and customer engagement.
Tasked to assist travelers on their concerns and inquiries, the 24/7 command center is equipped with social monitoring, publishing and engagement tools.
The CEB command center, which went online last August, is manned by a 55-strong integrated customer care team. Aside from CEB’s official Faceboook and Twitter pages, they also handle schedule changes through the hotline. The team also works closely with the airline’s Network Control Center, especially during weather of other light disruptions, so it can provide passengers with the most updated information and options.
This integrated system has created a heightened awareness of customer needs. Since the facility was put online, response time on CEB’s official social media accounts went up from two days to hours, even as fast as eight minutes.
CEB has been ramping up investments to boost customer satisfcation and experience with the airline. The carrier aims to improve its Satisfactory Rating from its own passenger post-flight surveys over the coming months.
The all-new CEB Customer Command Center is the result of a broader transformation across the airline, where customer care and passenger experience are increasingly entrenched in the airline’s operations.
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