Steve Lee, CAG CIO and senior vice president of technology, said the entire airport community responds to customers as one – or "OneChangi" as he likes to say. "Any problem is not yours or mine, but ours. At CAG, one of our core values is we succeed together with our partners."
The platform channels and consolidates feedback collected from airport customers via touch-points including websites, emails, the CAG contact centre and instant feedback systems located across CAG airport terminals. Feedback is wide-ranging and spans everything from retail experiences to washroom cleanliness to perceptions of check-in efficiency. The information is shared with airport partners and tenants, allowing them to process and track feedback that relates to their own operations.
CAG tenants use the same system to track their own service quality standards and rectify issues that are flagged by CAG during inspection, such as shop floor cleanliness. Data collected also provides CAG with an overview of service levels and feedback indicators to help ensure airport shops and restaurants meet service level obligations.
The CRM platform comes with social network tool, Salesforce Chatter. "New customer service operators can ask questions and other operators can share their knowledge and experiences, even though they are located in different terminals," said Chiu