Case Study: Continental Airlines

Topics: Customer, Customer service, Technology Pages: 3 (948 words) Published: February 4, 2011
Case Study: Continental Airlines

Q.1. What is the business benefit of the Call Miner system? Provide some additional example beyond those discussed in the case? To provide better service and market analysis successfully in an increasingly complex and information-rich society, company must need to use technology. There are several business benefit of this technology. Technology such as CallMiner has different kind of benefit in different areas such as sales and marketing, customer service etc. The CallMiner system allows Continental to understand the reasons why their customers contact them, the value of those communications, and the effectiveness of its service representatives in addressing the customers’ needs. In this globalization period, the spread of technology and maximum use of advance technology–helps a company to reach their desire target. The business benefits of CallMiner system are:

Improves customer service efficiency and higher customer satisfaction By mining the data CallMiner helps marketing plans to shape overall strategy. Competitive advantage-CallMiner’s ability to recognize root problems within the reservation system and thus foster better and more effective customer service, promoting Continental’s ability to be a leader within the airline industry. The CallMining software also provided Continental airlines the opportunity to monitor agents’ responses to customers and thereby reveal areas in which agents needed more training, and by better educating agents they became more effective and efficient employees. It provides witness program and also reduce labour cost Helps to determine what customers really want and whether the right action were taken Provides more time to analyze the data.

It makes easier to mine database of voice record.
Helps to build customer loyalty and ensures customer service. Today the data collected by these dataminer’s is being used to train employees, to create enhanced feedback of...
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