Owning a key customer journey
A trusted partner to over 100 airlines, Dolfi1920 steps in when passengers need to recover, repair, or replace lost or damaged baggage. The first touchpoint is the company’s contact center in Warsaw, Poland, where 80 agents handle around 15,000 monthly interactions in 12 languages. Their work involves close coordination with colleagues around the globe.
“The airline has the liability, but we own the customer journey in guiding them through the claim process and resolving luggage problems,” said Tal Fridman, Operations and Business Development Director Europe for Dolfi1920. “Our contacts tend to be one-off transactions. We don’t know the customer personally and, without a history, it’s hard to build close relationships.”
Dolfi1920 has a clearly defined strategy to delight its customers — based around a functional and emotional customer experience (CX) executed in an agile manner.
“We observe and analyze data to compare the customer’s expectations and actual experience, and then reverse engineer the processes to close gaps,” added Fridman.
Rise of the hyper-connected traveler
Since 2014, Dolfi1920 relied on Genesys PureConnect to meet its CX strategy, which included a remote agent capability. “Back then, we only had around 5% of seats working from home, which helped us respond to challenges like Monday staffing issues,” said Fridman.
Six years later, Dolfi1920 went all-in with remote working.
“The pandemic offered an opportunity for positive change,” said Fridman. “Forty percent of travelers today are digital-first consumers. They have shrinking attention spans and prefer digital interactions over calls. Also, as industry boundaries have evaporated, they compare our services with those of companies like Amazon, Uber and Starbucks.”