mercator's CRM & Loyalty Solutions product line now offers a new application, which will help companies understand their customers and have access to intelligence from which to plan their customer service strategies.

The Customer Relations and Service Audit (CASA) application enables companies to manage customer feedback through various channels, perform regular health checks and audit to find out how customers rate their service. Feedback from your customers can be logged centrally, creating information rich customer profiles, about their experience, involved parties ranging from their family members to your suppliers, enabling you to track the action taken. In case of service failures, the service recovery options can be managed, allowing you to clearly view service issues, and their cost to your organisation. With access to both the customer's perspective, and the outcome of its investigation by your customer relations team, you can understand if policies need to be simplified, or even if a change in your vendors is required. Access to accurate information on what customers say is and isn't working, is an important step towards retention and future acquisition. And critical to a company's financial performance.

Companies, who respond 'no' to the following questions, are those who can benefit from this application. Are you able to manage interactions with your customers, with meaningful information for analysis? Are you able to proactively identify service delivery improvement options? Do you know for sure what's important to your customers? CASA can assist you to capture customer intelligence including accurate feedback on their experience, undertake a service audit and incorporate customer voice into your planning. By finding out what is working, you can do more of it and continue to delight and win customers.

To find out more information on how this product can assist the performance of your business, please click here>>

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New Safety Management System delivered to Emirates Airline

01/08/2012

In March 2011, mercator started planning the build of a new generation, best in class Safety Management System.

The new system, which has been designed and developed for the aviation industry, by industry experts - has now gone live with Emirates Airline & Group.

The 57,000 employees of the Group, which includes award-winning carrier of the United Arab Emirates, Emirates; the world's fourth largest combined air services provider, dnata; and more than 50 group companies, will benefit from the new system.

Employees are provided with a coordinated set of guidelines towards ensuring that standards of safety are continually improved across the Group. It also ensures the welfare and safety of the Group's customers, colleagues and equipment, whilst also improving operational performance.

Senior Vice President for Emirates Group Safety, Captain Henry Donohue, is delighted with the new product. He said that "This is an industry leading system and there is no other product that comes close in the market today. It integrates all of the key components that drive safety. It manages the reactive, proactive and predictive aspects of safety, ensuring that every hazard is managed and every risk contained.

The combined level of industry, technological and aviation expertise that has fed into the development of this product makes this a superior product for aviation safety".

This technology will be available for other airlines by the end of the year.

To find out more information on how this product can assist the performance of your business, please click here>>

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Revenue Accounting Management Information System

01/08/2012

Access to sound business intelligence helps airlines to better understand their business and to plan for on-going success.

mercator business intelligence Revenue Accounting Decision Analysis Repository system (RADAR), enables better decisions and supports airlines on their path to success.

The product includes an inbuilt mobility dashboard and provides airlines a clear view of the company's revenue performance. Delivering real time information, the system can perform analysis of revenue accounting data, placing airlines in a better position to stay ahead of their competition.

Currently used by a number of carriers across the globe, RADAR can be used by employees across various corporate departments including commercial, marketing and finance.

mercator's Financial Solutions team will be demonstrating the business benefits of RADAR at Interline Settlement Week, to be held in Bangkok between 10 - 14 September.

To find out more information on how this product can assist the performance of your business, please click here>>

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