Philippine Airlines (PAL) has entered into a partnership with Salesforce, a global technology company specializing in AI-driven Customer Relationship Management (CRM) platforms. The announcement came during a recent event at the Conrad Manila, attended by top executives from both companies as well as other key stakeholders.
Enhancing Customer Interactions and Internal Processes
PAL plans to incorporate Salesforce Customer 360 into its contact center and customer feedback units. This integration aims to provide a comprehensive view of customer interactions, thereby improving the overall passenger experience. The integration also aims to streamline internal processes for increased efficiency. PAL employees will have access to various Salesforce platforms, including Sales Cloud, Service Cloud, Marketing Cloud, and Slack, to better serve customers at every point of contact.
AI Chatbots and Future Expansion
In addition to the Customer 360 platform, PAL intends to utilize the Salesforce Einstein Chatbot. This AI-powered chatbot is capable of understanding and responding to customer inquiries using natural language processing. Initially, the partnership will focus on customer experience, marketing, and sales. However, PAL has plans to extend Salesforce’s technology into other operational areas as part of a broader digital transformation strategy.
Statements from Executives
Capt. Stanley K. Ng, President and Chief Operating Officer of PAL, emphasized the significance of the partnership. He stated that the collaboration is not just a business deal but a strategic move towards a future where digital transformation is a priority. Sujith Abraham, Senior Vice President and General Manager at Salesforce ASEAN, echoed this sentiment. He expressed enthusiasm about helping PAL leverage AI, data, and CRM to meet evolving customer needs.
Aurea Vidal, Chief Information Officer at PAL, highlighted the importance of agility in the fast-paced airline sector. She noted that the Salesforce CRM platform would offer the strategic flexibility required to meet and exceed customer expectations.
To ensure successful implementation, AF Digital will act as Salesforce’s implementation partner. Additionally, Amadeus, PAL’s Passenger Service System provider, will integrate its services with Salesforce Customer 360.
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