Customer Service Management

Listening and responding to customer feedback and incorporating it into your strategic objectives can form an essential part of your airline’s success. From compliments and complaints to inquiries and suggestions, Mercator’s CASA solution enables you to create and access an in-depth profile of your customers, understand how they interact with your airline, and provide better customer service management.

Engage with Customers to Improve Customer Service

Log and integrate customer interactions and feedback from various channels to understand customers’ perceptions and experiences. Upload and link relevant images to customer interactions, while converting paper files into e-documents for one succinct view of your engagements.

Learn how airlines are putting the customer at the center of everything they do
Engage with Customers to Improve Customer Service

Take Control of Your Customer Service

Quickly collect customer interactions and route them to various departments for further information or investigation. Provide outcomes of investigations and re-open claims if requested by a customer. Access reservations, check-in, and ticket information in just one click. Handle any baggage issues, with a record of interline details and generation of prorate notices.

Explore how airlines are meeting the needs of the next generation of travelers
Take Control of Your Customer Service

Gain Actionable Insights on Your Performance

Access key performance indicators and real-time statistical data to provide better airline customer service management and optimize performance. Leverage enhanced reporting tools to better grasp areas for improvement, identify what's working for your airline, and track satisfaction progression.

See how airlines are quantifying the value of customer experience
Gain Actionable Insights on Your Performance

See how CASA enables airlines to reduce customer service costs while increasing customer satisfaction.

Schedule a demo