In June 2016 SAS airlines accelerated handling of customer issues (such as booking changes or feedback regarding onboard services) by moving processes to a new generation system. In 5 months the airline in cooperation with global IT company Comarch, implemented an innovative system for customer service to automatize handling of customer issues and improve customer satisfaction. One of the main features of Comarch Customer Care, that was also important for SAS, is omnichannel. The system can manage issues reported by customers, regardless of the form of communication they choose – chat, e-mail, web form, social media, telephone, or traditional mail.

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