Standing out with its innovative approach in the aviation sector, Corendon Airlines restructured its call center processes using Tegsoft’s cloud-based solutions. Increasing customer satisfaction and operational efficiency through tailor-made solutions, the details of this technological journey are shared by Senior Customer Service Manager Aslı Tekin.

Could you tell us a bit about yourself and Corendon Airlines?
I am Aslı Tekin. I have been in the call center sector for eighteen years. We are a group company. We own aircraft, hotels, and an operator company. Corendon Airlines operates under both Maltese and Dutch flags. Currently, we have twenty-eight aircraft and provide services with both our own sales and leased aircraft.

We also have a very multicultural and cosmopolitan structure, with colleagues from all religions and races.

Why did you need Tegsoft’s solution, what benefits were you expecting, and how well were your expectations met?
The infrastructure we previously used was an exe-based system, and I wanted to switch to a cloud-based system. The world is already evolving in this direction. We needed a system supported by the 21st century, easily integrable with APIs, and highly adaptable. This also provided great convenience for our customer representatives working remotely during the home office transition period.

Tegsoft provided us with a completely tailor-made solution. In tourism companies, personalizing information is often not possible. Details such as passport information and reservation numbers could now be brought to our agents’ screens. With Tegsoft’s support, we optimized the customer experience to a 360-degree level.

Additionally, the Tegsoft team acted very proactively and continues to improve their systems. We plan to focus on AI projects as well.

What types of calls do you most frequently receive in your operations? How do you evaluate customer feedback?
The most frequent calls we receive are related to existing tickets. Topics like being unable to check-in, purchasing additional services, or acquiring baggage and seat services are common. Our customer profile is generally rule-abiding and understanding. In the new period, we aim to develop the self-IVR system, allowing customers to easily complete their transactions independently.

How has your growth been impacted since adopting Tegsoft’s infrastructure in your call center?
We are not aiming for growth. Instead, we plan to establish a more efficient system with fewer people. We have achieved a 93% Answer Rate, which is sufficient for us. In the upcoming period, we will focus more on technologies like chatbots and webchat, redirecting our agents towards more sales-focused tasks.

What features of Tegsoft do you think contribute to customer communication?
One of Tegsoft’s biggest advantages is its ability to integrate with multiple programs and its diverse reporting capabilities. The activity codes and notes created on cards have significantly strengthened our database. Being able to quickly find and address complaints or thank-you notes provides us with a rapid intervention capability.

One of my favorite features is Tegsoft’s solution-oriented approach; they don’t suggest unnecessary features. Instead, they focus on what the system genuinely requires. The ease provided by the cloud-based system saves us time and allows us to act much faster. The speed and simplicity of updates also offer a highly user-friendly experience.

The success Corendon Airlines has achieved in its call center operations with Tegsoft’s infrastructure highlights the importance of multi-faceted solutions for customer satisfaction. Aslı Tekin’s insights demonstrate the crucial role of technology in the sector. As the customer-focused innovation journey continues, Corendon Airlines’ success serves as a valuable guide for the future.