Building a Digital Future

Customer Stories

ETIHAD REACHES NEW HEIGHTS WITHMICROSOFT DYNAMICS 365 AND CUSTOMERSERVICE OMNICHANNEL CAPABILITIES

Challenge

Etihad Airways is committed to create seamless customer experiences and put traveller needs at the heart of its innovation strategy. Their key motivation is to be as close to the customer as possible. Etihad developed an omnichannel strategy based on Microsoft Dynamics 365 Customer Service and wanted to offer all information via a single point of contact.

The COVID pandemic situation forced Etihad Airways to promptly rework their original plan. Their call centers were running over capacity, but it was crucial that they were able to communicate to their customers directly.

Solution

Etihad Airways enabled the live chat channel in Dynamics 365 Omnichannel, where customers can ask a question and have agents supporting them in English and Arabic 24/7 across the globe. Customers can go to the website, ask any question, and be sure to get an answer in around 2 minutes. By providing the capability to solve queries in a flash, the airline boosted travelers’ confidence throughout the crisis. Etihad Airways was probably the first airline in the Middle East region to use live chat for wellness queries and provide travelers with official, verified answers.

Outcome and Benefits

“We have put traveller needs at the heart of our innovation strategy. To engage with our clients across their preferred channels, we have deployed Microsoft Dynamics 365 with Omnichannel ...