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Case Study – Transportation
A national and international passenger airline regularly seeks feedback from its customers in order to improve its standards of service and create an exceptional experience for its customers.
In addition to questionnaires, more of this feedback is now appearing in e-mails that need to be individually screened in order to be redirected, rekeyed or acted upon. This manual intervention slowed the response time and limited the airline's achievement of greater customer satisfaction.
Using its extensive experience in creating databases, analytical modeling and text mining, Modern Analytics created customized reports that evaluated and extracted value from customer e-mails, whether they involved compliments, complaints or useful suggestions for process improvements.
This automation accelerated the airline's response time, pinpointed operational trouble spots and yielded significant increases in customer satisfaction.
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