Pushing passenger experiences to new heights

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.”

These growing expectations put agents under even more pressure to resolve issues quickly the first time. And that meant accelerating experimentation and innovation times with digital technologies and Software as a Service models.

Soaring with cloud-native tech

Dolfi1920 migrated to Genesys Cloud because it offered several out-of-the box integrations and fast deployment capabilities. Other deciding factors included a highly scalable, cloud-native architecture; a simple user interface; and advanced routing and omnichannel capabilities.

“We cloned configurations and went live with voice within a week — and by the second week we were fully migrated,” said Fridman. “It was the quickest, most seamless deployment I’ve ever witnessed. Our agents are happier and have a bird’s-eye view of the customer. Also, we’ve removed distractions like IT management and can concentrate on providing exceptional service.”

The migration also enabled Dolfi1920 to address increased pressures — at the pace it needed to stay competitive. As a result, the business has seen a 12% uplift in CSAT, 21% improvement in FCR and a 9% increase in agent productivity.

Building a workforce of the future

Moving fully remote has provided the company with a wider recruitment pool. This includes students and people looking to return to work, as well as gig economy specialists who deliver secondary support using messaging apps. The company has not only reduced office space but also saved costs on IT staffing and flexible licensing. And it now has a solution that’s built for disaster recovery at no additional cost.

“We saw a 49% return on investment, plus carbon reductions and other environmental benefits,” concluded Fridman. “Greater contact center elasticity means the business can adapt faster to events like seasonal peaks, airport strikes, pandemic-related travel restrictions and extreme weather disruptions.”

Dolfi1920 plans to leverage Genesys to enhance digital self-service, with a chatbot handling most standard requests. It also intends to integrate Genesys Cloud with Salesforce for consolidated real-time data.