Project Overview
A major international airline needed to modernise their contact center operations to handle increasing passenger volumes while maintaining exceptional service quality during peak travel periods and disruptions.
Challenge
Fragmented customer service channels causing inconsistent experiences
Solution
AI-powered omnichannel customer service with intelligent automation
Timeline
15 weeks from assessment to full production deployment
To Excellence Implementation
Reduction in Call Wait Times
First Call Resolution Rate
Increase in Agent Productivity
Key Challenges
Post-COVID Demands
Unprecedented customer support demands following the pandemic with outdated systems struggling to cope
Staff Shortages
Critical staffing gaps affecting service quality and response times during peak travel periods
Fragmented Systems
Disconnected legacy systems preventing efficient customer service and case management
Our Solution
Digital Contact Centre
Complete Microsoft Dynamics 365 Customer Service implementation in just 8 weeks
AI-Powered Automation
Copilot and intelligent virtual agents for enhanced customer support
Rapid Deployment
Fast-track implementation methodology for immediate business impact
Implementation Timeline
Discovery & Analysis
2 weeksPlatform Configuration
6 weeksTesting & Training
4 weeksPhased Rollout
3 weeksResults & Impact
The modernised contact center has significantly improved passenger experience and operational efficiency
Monthly Customer Interactions
Average Wait Time
Automated Resolution Rate
AI Assistant Availability
Technology Stack
Microsoft Dynamics 365 Customer Service
Microsoft Copilot for Service
Power Platform (automation workflows)
Azure Cloud (scalable infrastructure)
Omnichannel for Customer Service
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