Cebu Pacific (CEB) unveiled its Customer Command Center, becoming one of the first airlines in Asia to invest in an integrated facility and technology for social intelligence and customer engagement.
PHOTO BY LANIE CENTINA-DE LEON
Tasked to assist travelers on their concerns and inquiries, the 24/7 command center is equipped with social monitoring, publishing and engagement tools. The CEB command center is manned by 55 people. Aside from CEB’s official Facebook and Twitter pages, they also handle schedule changes through the hotline. The team also works with the airline’s Network Control Center, especially during weather or other flight disruptions, so it can provide passengers information and options.
“The Customer Command Center is the physical representation of our enhanced customer-first efforts. Our long-term goal is to build lasting relationships with our customers, and this is an airline-wide initiative, driven by data, technology and a lot of heart,” said Candice Iyog, VP for marketing and distribution of CEB.
CEB has been ramping-up investments to boost customer satisfaction and experience with the airline. The carrier aims to improve its Satisfactory Rating from its own passenger post-flight surveys over the coming months.
SimpliFlying initiated the command center strategy for Cebu Pacific in 2016. Shashank Nigam, CEO of SimpliFlying, noted that “Cebu Pacific is the first low-cost carrier in Asia to invest in a 24/7 customer command center.”
The new CEB Customer Command Center is the result of a broader transformation across the airline, where customer care and passenger experience are increasingly entrenched in the airline’s operations. Recently, CEB allocated over P100 million for 35 DPLs (Disabled passenger Lifts)—the first carrier to invest in facilities that cater to the needs of Persons with Disabilities (PWDs) and Persons with Reduced Mobility (PRMs). The DPLs will allow PWDs and PRMs to board and deplane aircraft safely, easily and more comfortably.
