Business Editors/Airline Writers/Travel & Hospitality Writers
SOUTHLAKE, Texas & VANCOUVER, B.C.–(BUSINESS WIRE)–Sept. 25,
2006–Sabre Airline Solutions, the global leader of software and
services for the airline industry from planning to execution, and
ResponseTek Networks Corp., the leading global supplier of Customer
Experience Management (CEM) software and services, today announced
they have partnered to introduce Sabre Customer Experience Manager for
Sabre Customer Experience Manager enables airlines to consistently
deliver positive customer experiences by routing customer feedback
directly to those who are accountable and enabling airlines to rapidly
resolve issues, make improvements and assure overall quality of
products and services.
“Airlines have historically had some of the lowest customer
satisfaction scores across all industries,” said Ed Thompson, VP
Distinguished Analyst, CRM, for Gartner. “Their success is heavily
dependent on delivering a positive customer experience. Setting
reasonable expectations, delivering on those expectations, and then
collecting real-time feedback in order to learn from customers will be
the key mechanism for improving the customer experience.”
Turning customers into advocates is a key component in building a
successful customer-centric business strategy, and the new Sabre
Customer Experience Manager will help airlines create strong, lasting
customer relationships. An integral customer management solution, the
system enables an airline to continuously monitor customer
interactions to improve satisfaction, increase customer loyalty and
retention, and ultimately enhance and sustain revenue.
“Using Sabre Customer Experience Manager, carriers can increase
customer satisfaction, customer loyalty and advocacy which will result
in increased profitability and the ability to deliver customer
experiences that are consistent with the brand promise,” said Gordon
Locke, Sabre Airline Solutions vice president, Marketing for Airline
Passenger Solutions. “Partnering with ResponseTek, the industry leader
in CEM, we now provide a unique, world-class customer experience
solution that offers airlines significant benefits and reiterates our
commitment to building an end-to-end solution that helps airlines
transform their business across every major business area.”
Sabre Customer Experience Manager will help an airline:
— Monitor customers’ experiences in real time 24 hours a day,
seven days a week — and engage them right from the start.
— Listen to what customers want and encourage them to share their
perceptions and experiences.
— Integrate insight from customers into the airline’s
organization in order to respond to and act on feedback.
— Determine, in real time, which part of the airline is
delighting or disappointing customers and immediately identify the
people, processes or products serving or failing customers.
— Establish metrics to help the organization lower customer churn
before customers turn to the competition.
— Shorten product and service improvement cycles and reduce
revenue impact by instantly routing critical information to
appropriate organizations to make improvements.
“We are excited to collaborate with a leading solution provider
like Sabre Airline Solutions and take our combined expertise to
market,” said ResponseTek CEO Syed Hasan. “Sabre Airline Solutions is
demonstrating its commitment to customer experience by offering Sabre
Customer Experience Manager to its clients.”
About Sabre Airline Solutions
Sabre Airline Solutions, a Sabre Holdings company, is the world’s
largest provider of products to help airlines market, sell, serve and
operate from planning to execution.
More than 200 airlines use its broad portfolio of decision-support
tools to increase revenues and improve operations, while more than 500
use its leading operational technology. More than 100 airlines rely on
Sabre Airline Solutions for passenger management solutions, while a
similar number have turned to the company’s consulting group for
strategic, commercial and operational advice.
Sabre Holdings (NYSE:TSG) connects people with the world’s
greatest travel possibilities by retailing travel products and
providing distribution and technology solutions for the travel
industry. More information about Sabre Holdings is available at
Headquartered in Vancouver, BC, ResponseTek Networks Corp.
(http://www.responsetek.com) enables Global 2000 firms to increase
revenues and profits by building advocacy and dramatically reducing
customer defection. The company’s Customer Experience Management (CEM)
solutions help organizations to continually improve their ability to
deliver on the customer promise. By allowing executives and managers
to gain true real-time enterprise-wide visibility into how customers
perceive their organization’s performance, companies who use
ResponseTek CEM can act on problem areas in their business
immediately. Clients include Aon, HSBC, NTL, T-Mobile, WestJet and
Sabre Airline Solutions, Sabre Customer Experience Manager and the
Sabre Airline Solutions logo are trademarks and/or service marks of an
affiliate of Sabre Holdings Corporation. All other trademarks, service
marks, and trade names are the property of their respective owners.
CONTACT: Sabre Airline Solutions, Southlake
Kathryn Hayden, 682-605-2252
Sarah Stephen, 604-484-2900 x 227
SOURCE: Sabre Airline Solutions