Both businesses share a passion for exceptional customer service. Over the years, TCS has worked side-by-side with KLM as part of an integrated team to address the challenges facing an aviation industry disrupted by digital technology.
Pieter Elbers, CEO of KLM, said: “The aviation industry is going through significant change as a result of digital technology and in order to ensure we can continue our success and remain an industry leader in customer satisfaction, we need to be constantly developing the ways in which we improve our services. We believe that technological innovation plays a key role in this, and by working with TCS for the past 25 years we’ve been able to further strengthen our business to ensure we are set up to deliver the best possible customer service now, and in the future.”
Over the course of their partnership, TCS and KLM have developed a range of services for its customers, including:
- A suite of mobile apps for booking and reservation management
- BlueBot, the airline’s artificial intelligence (AI)-powered social media chatbot
- Voice assistance through a Google Assistant voice implementation with BlueBot, for voice-driven customer service
- A digital queue, which allows each KLM customer to queue digitally in the airport lounge
- The ability to collect boarding passes via social media, including WhatsApp, Facebook Messenger and WeChat
TCS is working with KLM to help the airline tap into additional ecosystems, enabling the company to partner with new travel, aviation and hospitality services. By leading KLM’s application programming interface (API) strategy, TCS has implemented a connected API network with over 30 open APIs, offering 24x7 support and opening the door to potential new customers for the airline.
Rajesh Gopinathan, CEO and MD of TCS, said: “We are proud to celebrate 25 years of partnership with KLM and congratulate them on the way they have used technology to innovate and further strengthen the customer experience. It’s an area where they have set a new standard for the airline industry. We look forward to continuing our work with them on this inspiring journey.”
TCS and KLM have also launched a new Distributed Agile Delivery Center (ADC) in Chennai to provide around-the-clock support for KLM’s customers. Equipped with the latest collaboration tools, the new ADC will ensure the airline can continue to offer the best customer service possible for years to come, TCS said.
Rajesh Gopinathan, CEO and MD of TCS, said: “We are proud to celebrate 25 years of partnership with KLM and congratulate them on the way they have used technology to innovate and further strengthen the customer experience. It’s an area where they have set a new standard for the airline industry. We look forward to continuing our work with them on this inspiring journey.”
TCS and KLM have also launched a new Distributed Agile Delivery Center (ADC) in Chennai to provide around-the-clock support for KLM’s customers. Equipped with the latest collaboration tools, the new ADC will ensure the airline can continue to offer the best customer service possible for years to come, TCS said.
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