Flying higher with extraordinary service
As Mexico’s flagship carrier, Aeromexico has been in business since 1934 and flies to more than 100 locations across the Americas, as well as the Caribbean, Europe and Asia. The airline has the largest connectivity network and cross-border market in the world and has been recognized as a five-star global airline by the Airline Passenger Experience Association.
Based in Mexico City, the Aeromexico contact center handles an average of 5.5 million transactions per year with a team of 1,200 agents. The airline takes customer care very seriously and prides itself on the warmth of its service to customers. Aeromexico strives for continuous evolution and improvement, always in search of ways to deliver extraordinary service to its customers. Customer satisfaction is exhaustively monitored to ensure the airline is living up to its values, which are to “deliver sustained growth by providing a consistent service from the heart and creating personalized experiences with safety and reliability.”
The inflexibility of a legacy on-premises system in its contact center was hindering improvement, not only for customer experience (CX) but also the employee experience (EX). Relying on an externally hosted server in a vendor facility, the company lacked real-time access to data. This limited its ability to effectively manage call flow and staff schedules, as well as make quick, data-driven adjustments.
To uphold its values and help its contact center reach its full potential, the Aeromexico team started exploring more modern technologies that could meet the ever-increasing market expectations. After evaluating several platforms, the airline decided that Genesys Cloud, built on top of Amazon Web Services, would help take its contact center to the next level.
“What stood out about Genesys was the ease of adapting the platform to fit our needs,” said Griselda Stankiewicz Chávez, Senior Contact Center Manager at Aeromexico. “The ease of integrating with other third-party systems such as Salesforce, as well as the user-friendly interface, really caught our attention.”
With the help of Genesys Professional Services, the migration to Genesys Cloud took about four months. When the COVID-19 pandemic started, the B2B servicing Aeromexico team was prepared and could quickly enable home working for employees.