How KVP stood up a unified customer service platform for the India operations of a Southeast-Asian low-cost carrier — migrating processes and data from the parent Malaysia operations, integrating reservations, contact centre, social listening, telephony and chatbots, and running the platform through extended managed support.
Agent Productivity Gain
Systems Integrated
Countries — Process & Data Harmonised
Extended Managed Support
Our customer is the India arm of a Southeast-Asian multinational low-cost airline group. Beyond passenger aviation, the parent group operates adjacent digital businesses — logistics, digital payments, agri-linkages, and online learning — with a strong focus on gateway-to-getaway experiences for millions of travellers.
As passenger volumes grew and channels multiplied, the India operations needed a governed customer service backbone. The existing setup was fragmented and hard to scale:
Case handling varied by agent, channel and shift — leading to inconsistent guest experiences, data quality issues and resolution delays.
Long resolution paths with roles and escalation hand-offs that were not clearly defined between airline teams and outsourced contact-centre partners.
Guest interactions, refund requests, baggage claims and complaints were tracked across Excel, Word, PowerPoint and shared mailboxes.
No SLA governance, no audit trail, and no closed-loop reporting on complaint categories, root causes or agent performance.
Reservations (Dotrez), contact-centre (Concentrix), social listening (Locobuzz), telephony and chatbots operated in silos with no shared passenger context.
India processes were drifting from the parent Malaysia operations, making it difficult to share playbooks, reporting and historical guest data.
KVP designed and implemented a Salesforce Service Cloud platform tailored for airline customer service — anchored on a redesigned process framework, integrated with every system the guest experience touches, and harmonised with the parent operations for consistency across geographies.
Charted existing ad-hoc processes, defined new personas (front-line agent, senior agent, escalation desk, station manager, back-office refunds/baggage), and codified SLA-driven workflows for every case type — refunds, baggage, schedule change, medical, disability assistance, feedback and social escalations.
Case management, milestones, entitlements, queues, omni-channel routing, macros, quick text, knowledge articles, approval processes for refunds and goodwill vouchers, and a 360° guest view built on Salesforce Service Cloud.
Real-time integration with the Dotrez reservation platform to auto-fetch PNR, itinerary, ancillary and fare details on every case — giving agents a single-window view of the guest, the booking and the disruption context.
Rolled out Salesforce Service Cloud to the outsourced Concentrix contact-centre with role-based access, tiered case ownership, agent scorecards and shift-wise dashboards — driving consistent handling across in-house and BPO teams.
Integrated Locobuzz to convert social mentions and DMs into Salesforce cases with sentiment tagging, and connected the airline's chatbots so self-serve conversations that need a human are handed off with full context.
Computer-telephony integration with screen-pop of the passenger and PNR on inbound calls, click-to-dial on outbound, call disposition capture, and call recordings linked back to the Salesforce case for QA and compliance.
Migrated selected processes, configuration patterns, knowledge articles and historical case data from the parent Malaysia operations into the India org — giving India agents day-one context on frequent flyers, complaint history and standard playbooks.
Milestone-based SLA tracking, escalation matrices, audit trails, and executive dashboards on case volumes, resolution times, complaint categories, agent productivity and channel deflection.
A distinctive part of this engagement was aligning the India Service Cloud implementation with the parent group's existing Southeast-Asian operations — so both teams could learn from each other and guests received a consistent experience across borders.
Reusable case types, escalation matrices and knowledge articles from the parent operations were adapted to Indian regulatory, DGCA and language requirements.
Frequent flyer profiles, historical complaint categories and reference data (airports, fare classes, ancillary codes) were migrated and de-duplicated into the India org.
Case reason codes, disposition trees and CSAT categories were harmonised so leadership can compare performance across geographies on a like-for-like basis.
Role-based training for India agents, TL/SMEs and BPO partners, using playbooks proven at the parent operations, accelerated adoption in weeks not months.
Beyond go-live, KVP has provided extended managed support and built a robust customer service tool on top of the platform — evolving it in step with new routes, campaigns and disruption scenarios.
Follow-the-sun L1/L2/L3 support covering incident management, minor enhancements, release management and Salesforce seasonal upgrades.
Rapid delivery of new case types, refund automations, chatbot flows and BI reports in fortnightly release trains.
Pre-configured mass-cancellation, IROP and weather-disruption playbooks that trigger targeted outreach and prioritised case routing.
Ongoing optimisation of omni-channel routing, agent capacity models and knowledge coverage to keep AHT and CSAT trending in the right direction.
Consistent case handling across channels, agents and geographies with governed SLAs and audit trails.
A single window for customer, partner and employee interaction — reservations, social, telephony and chat converged on Service Cloud.
Faster case resolution, reduced swivel-chair effort and better first-contact-resolution across in-house and BPO agents.
India and parent HQ operations now share a common taxonomy, reporting model and knowledge library.
Personalised responses backed by full PNR, itinerary and history context — driving measurable CSAT improvement.
The platform absorbs new routes, campaigns and disruption events without new tooling — just configuration.
First-hand experience of PNR data, ancillary revenue, IROPs, DGCA and regulatory case categories, and passenger journey pain-points.
Proven pattern library for integrating reservation systems, telephony/CTI, social listening, chatbots and BPO tools with Salesforce.
Track record of harmonising processes and data across country orgs while respecting local regulatory and language nuances.
24×7 application managed services with structured release trains, ITIL-aligned incident management and continuous improvement.
Talk to KVP about implementing Salesforce Service Cloud for your airline or travel operation — with proven integration blueprints and long-term managed support.