Etihad Cargo adopts new CRM system to enhance efficiency

Etihad Cargo has implemented a new customer relationship management (CRM) system as the latest step in its digitalisation drive. The carrier  said that it would now use the Microsoft Dynamics 365-driven Pulse CRM system, which will provide customer service agents with more customer-focused data. The system provides an updated case management system and customer information, such as the customer’s  history, purchase records, sales interactions, and a more in-depth view of customer queries. Tim Isik, vice president of commercial at Etihad Cargo, said, “The transformation of Etihad Cargo’s Customer Contact Centre through the launch of this new system provides  greater transparency and visibility, enabling customer service agents to track each transaction from initial contact through to resolution.”