The Metropolitan Washington Airports Authority (MWAA) deployed an outreach and engagement platform that combines social media listening, customer service, and analytics capabilities into one system.
Project Overview
The Metropolitan Washington Airports Authority (MWAA) is an independent airport authority, created with the consent of the United States Congress to oversee management, operations, and capital development of the two major airports serving the U.S. national capital: Ronald Reagan Washington National Airport and Washington Dulles International Airport. The purpose of the entity is to plan, provide and actively manage access to the global aviation system in a way that anticipates and serves the needs of the National Capital area.
The customer support and digital strategy teams at MWAA serve customers to enhance the customer experience at these airports. Their customer feedback system and social listening are the key to encouraging overall positive customer interaction. Providing quick case tracking and social media listening with actionable metrics, enables the MWAA teams to reach out to customers and provide them with answers, assistance, and feedback in a variety of situations that increase overall customer experience at the Washington, DC area airports.
Solution
MWAA engaged CoreSphere to modernize their customer support, social media listening, and overall customer engagement capabilities:
Fully integrated Salesforce Service Cloud Console in lighting-based customer support solution, feeding from an existing “Contact Us” webpage and from posts on social media when necessary
Automated case routing based upon criteria and case assignment rules
Salesforce Marketing Cloud / Social Studio to monitor social media activity, address posts directly, analyze trends over multiple accounts, and create cases into Service Cloud at the click of a button that can be automatically routed based upon the same assignment rules used in “Contact Us” page
API integration of HappyOrNot customer satisfaction survey tool then reports in Salesforce to analyze actionable trends in customer response
Benefits/Results
Improved customer experience and engagement by reducing response time and case routing to SMEs who can tackle difficult customer issues
Social media monitoring with post visibility, engagement, and analysis
Automated case creation from social media posts that need to have further action by customer support with automatic case routing/assignment
View the success story on the Salesforce wesbite.
Download the MWAA Best Practices: