Geneave also points out the valuable role that Trailhead - the online learning platform offered by Salesforce - has played in the success of both the Salesforce deployment and its ongoing development.
“Trailhead is really useful for us,” he says. “We use it for our initial ground-school training for team members coming into our voice and digital call centres. But what's really great about Trailhead is that staff can keep growing their Salesforce knowledge over time by regularly going into the Trailhead platform and earning their badges with new courses.
“And it has been critical for our leadership teams as well,” Geneave continues. “Even for those of us who know the platform extremely well, there's always more to learn and there's always new features launching. I was recently on a treadmill at 6.30am reading a Trailhead article, for example, and I learned something brand new about what Salesforce can do. We're very passionate about doing more and more Trailhead courses to better understand the system.”
Live Chat Officer Floi Gueco says that receiving proper training through Trailhead articles and walk-throughs made the transition to Salesforce easy, and he is seeing significant gains in his own productivity thanks to self-service knowledge base articles available to AirAsia customers via Community Cloud.
“Our guests can search any topic before they even submit a support ticket, which deflects customers from going to other support channels,” he says. “They can also see the progress of their own support cases, and when we’re aware of a flight disruption, we can post a travel advisory so our guests are proactively informed.”
“Travellers these days are more sophisticated,” concludes Omar. “People are looking for experiences, and to be able to fulfill the needs and wants of our customers is really about how we embrace technology and how we understand and make use of the data that technology delivers.”