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APRIL 2021

Industry Addendum: Technology

Singapore Airlines selects Salesforce technology for customer services

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April 1st 2021

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Singapore Airlines (SIA) has chosen 1Point, developed by Salesforce and designed to deliver seamless and integrated customer experiences, to revamp its customer case and knowledge management system. Read More »

The system will be installed across all of SIA’s contact centres and customer feedback handling units from late this year, the airline announced on April 6.

A strength of 1Point is that the airline’s service agents no longer need to navigate between multiple systems to retrieve customer data, product and policy information and complete transactions, the airline said.

Case management and guided workflows will be integrated with SIA’s in-house artificial intelligence and machine learning capabilities.

1Point is powered by Salesforce Service Cloud and the Mulesoft Anypoint Platform. Digital engineering company, Capgemini, has won SIA’s business as systems integrator for the implementation and application maintenance support of 1Point.

Salesforce senior vice president and general manager ASEAN, Sujith Abraham, said: “If the last year has taught us anything, it’s that digital, engaging experiences with customers is no longer a nice to have. It’s an imperative.”

SIA said 1Ponit qualified for partial funding from the Civil Aviation Authority of Singapore (CAAS) Aviation Development Fund because it increased Singapore’s competitive edge.

“CAAS is pleased to support SIA’s ongoing digital transformation,” the authority’s director aviation industry, Ho Yuen Sang, said “By transforming the passenger experience for SIA’s customers at Changi, it will augment our hub’s competitive offering.”

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