Singapore Airlines flies in Capgemini for Salesforce CX solution

15 April 2021 2 min. read

Capgemini has been enlisted by Singapore Airlines to help with a worldwide rollout of 1Point – a Salesforce solution aimed at streamlining customer experience management for the aviation giant.

1Point collates all customer interactions in a single window, complete with contextual information on products, services, policies and transactions. The system comes with a Salesforce workflow management tool that will integrate with Singapore Airlines’ existing AI and machine learning mechanisms – to make life easier for employees and enable a better customer journey.

Employees no longer have to navigate multiple sources to manually construct an overview – and are equipped with all touch and pain points needed to deliver a personalised customer experience at speed. Supporting the airline with 1Point implementation and application maintenance services is global digital services and consulting firm Capgemini – systems integrator for the project.

Singapore Airlines is implementing Salesforce’s 1Point“We are delighted to partner with Singapore Airlines in their digital transformation journey,” said Gaurav Modi, Capgemini managing director for Southeast Asia, Hong Kong and Taiwan – who lauded the airline’s decision to use data to drive better customer experience.

“Data is the engine of a successful digital business and, coupled with advanced analytics, can deliver real-time insights that help clients meet their evolving needs. 1Point harnesses these digital forces to bring an enriched customer experience to one of the world’s top airlines.”

Digital transformation journey

Singapore Airlines is already an industry leader when it comes to digitalisation. In 2018, the airline teamed up with IT major Tata Consultancy Services to on-board an automated intelligent operations platform – designed to make ground services more agile and efficient. 

This came just months after the airline partnered with Big Four accounting and advisory firm KPMG to launch a blockchain-based frequent flier programme – KrisPay. According to senior vice president for customer services and operations at Singapore Airlines Marvin Tan, the steady stream of tech investments is centred on a better experience for customers. 

“It is an investment in new technologies that ensure that Singapore Airlines is ready to support the evolving customer requirements in the coming years. It also affirms our strong commitment to ensuring that our customers continue to receive world-class service across the entire travel journey,” he said. 

The latest technology – due to be implemented through Singapore Airlines service points worldwide by the end of this year – is a continuation of this tech-powered growth. “Implementing 1Point is an important step in our company’s digital transformation,” said Tan.