Bangkok Airways Joins the Cloud with Oracle

10th Aug 2016

Thailand-based carrier Bangkok Airways has partnered with the cloud-service provider Oracle Cloud Services to offer better customer engagement and customer experience. Asia’s Boutique Airline has thus become the first airline in Thailand to be serviced by Oracle.

Thanks to the new partnership, Bangkok Airways will be able to improve its reservation process and track incidents in one place, streamline the customer’s voyage and help also guests with any questions and problems they might have.

Furthermore, going to the cloud will also enable Bangkok Airways agents and supervisors to route, track and audit emails they receive from customers and measure performance of agents and how specific incidents were resolved.

Finally, Oracle Cloud Services will also take a big load off the contact centre by reducing the overall amount of requests that it gets.

Speaking about the new cloud partnership, vice president for marketing at Bangkok Airways Prote Setsuwan said:

Oracle Service Cloud provides us with the tools to deliver better customer experience and allow greater visibility for our teams to ensure we make faster and better informed decisions. It is vital that we are able to quickly identify and respond to requests and incidents to minimize any disruption to travel plans. Oracle Service Cloud helps us better restructure our current service operations and streamline how we respond to customers.

Prote also added:

With Oracle Service Cloud we hope to be able to gain a better understanding of our customers and their needs. As one of the leading airlines in the region, Bangkok Airways strives to continuously improve customer service to maintain good relationship with our passengers, and we are looking forward to benefiting from the key features of the Oracle Service Cloud.

Oracle’s Managing Director for Thailand Natasak Rodjanapiches said:

Bangkok Airways was looking for a solution to empower their employees to deliver an enhanced experience for their customers. Oracle Service Cloud provides actionable insight, allowing quicker decision making, offering functions required to integrate and manage customer inquiries and interactions across all channels, and deliver world-class customer experience without disrupting customers’ travel plans.

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