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GCR Inc. and the Houston Airport System launch a CRM system to improve service to customers

The software is used to measure and track escalation response efficiencies such as First Call Resolution of complaints, to connect data related to Lost and Found, to measure customer engagement levels for improved marketing campaigns and loyalty programs, and to measure and benchmark levels of performance of various customer touch points.

NEW ORLEANS – With infrastructure in place to connect people, processes, and services, GCR Inc. and the Houston Airport System (HAS) have implemented Salesforce Service Cloud CRM for improving response to customer feedback and providing an efficient means to analyze data and trends. Salesforce replaces internal spreadsheets that require manual compilation with a standardized interface for reporting and clear communication channels to track passenger issues.

Salesforce CRM delivers to HAS a powerful analytics tool. The software is used to measure and track escalation response efficiencies such as First Call Resolution of complaints, to connect data related to Lost and Found, to measure customer engagement levels for improved marketing campaigns and loyalty programs, and to measure and benchmark levels of performance of various customer touch points.

The implementation of this project by GCR involved analysis of passenger segmentation within the HAS network, data source management, and integration requirements analysis to better understand behavior patterns for improved service and responsiveness. In addition, an understanding of the types of interfaces and activities within HAS that feed into the CRM system to define the key performance indicators was required – including availability of parking, availability of baggage carts, check-in wait time, courtesy and helpfulness of airport staff, ease of navigating within the Airport, etc.

GCR is providing “on-call” professional information technology services to the Houston Airport System. As part of this project, GCR is acting as principal/lead IT Consultant, responsible for assisting IT management in the overall coordination and timely completion of all information technology initiatives.

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Vicky is the co-founder of TravelDailyNews Media Network where she is the Editor-in Chief. She is also responsible for the daily operation and the financial policy. She holds a Bachelor's degree in Tourism Business Administration from the Technical University of Athens and a Master in Business Administration (MBA) from the University of Wales.

She has many years of both academic and industrial experience within the travel industry. She has written/edited numerous articles in various tourism magazines.

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