Hawaiian Airlines Flies with New CRM System
Hawaiian Airlines, Inc. has selected CHARTER continuumTM, a customer relationship management (CRM) product from Swallow Information Systems. Hawaiian Airlines will utilize Swallow’s CHARTER continuumTM application to track all inbound customer contacts, including telephone calls letters and faxes.
The enterprise-wide solution will be installed at the Hawaiian Airlines headquarters in
Honolulu and will include the CHARTER scanner — a method for scanning and saving paper correspondence within the system — and CHARTER reporter — an application that uses BusinessObjects® reporting software to build comprehensive customer service documentation. The CHARTER scanner will enable Hawaiian Airlines to create a paperless environment where documents can be electronically recalled.
“Hawaiian Airlines was searching for a customer management system that was airline-specific to help us more efficiently achieve enhanced service standards instituted as part of our Customer First program in December of 1999,” said Crystal Ching, director of consumer affairs at Hawaiian Airlines. “During discussions, conference calls and meetings with other airline carriers, one company kept resurfacing as the possible answer to our search — Swallow Information Systems.”
Ching goes on to say that Hawaiian Airlines envisioned their customer service system to look similar to the CHARTER continuumTM solution, using clear and simple displays and minimal customization.
Hawaiian Airlines provides scheduled and charter air transportation of passengers, cargo and mail among the islands of Hawaii and between Hawaii and six West Coast gateway cities and two destinations in the South Pacific.
Headquartered in Beverly, Mass., Swallow Information Systems develops consumer-to-business customer management software and services designed specifically for consumer affairs, customer services, guest relations, and other customer-facing personnel.