Automation of customer service processes for the largest air carrier in Ukraine using Microsoft Dynamics 365 Customer Engagement

The most valuable thing in contacting the contact center of any airline is the prompt response to requests.

Before collaborating with SMART business, UIA employees manually registered all customer requests, entered passenger details, ticket number, recorded the problem and its solution in writing. Calls, mails, and chats were time consuming to process and the company did not have an automated customer database.

Subsequently, an ambitious goal of improving customer service emerged. To do this, it was necessary to reduce routine work and free up time for employees to focus on customers.