{"id":48952,"date":"2023-05-16T12:16:48","date_gmt":"2023-05-16T11:16:48","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=48952"},"modified":"2023-05-16T12:16:48","modified_gmt":"2023-05-16T11:16:48","slug":"travel-cx-case-study-salesforce-and-british-airways","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/customer-engagement-platforms\/travel-cx-case-study-salesforce-and-british-airways\/","title":{"rendered":"Travel CX Case Study: Salesforce and British Airways"},"content":{"rendered":"<p><span data-contrast=\"auto\">Becoming a market leader in the customer experience landscape requires businesses to consistently look for new ways to engage and delight their audience. As customer expectations continue to evolve, brands are under increasing pressure to stay on the cutting edge.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:256}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">British Airways, a leading travel company from the UK, carries more than 40 million customers per year to their desired destinations, while also constantly addressing concerns, queries, and questions presented by their customers. To develop deeper relationships with their consumers, British Airways International leveraged the Salesforce CRM landscape, to unlock new insights and data.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:256}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Here\u2019s what happened when <\/span><a href=\"https:\/\/www.salesforce.com\/uk\/customer-success-stories\/british-airways-international\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">British Airways invested in the Salesforce ecosystem<\/span><\/a><span data-contrast=\"auto\">.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:256}\">\u00a0<\/span><\/p>\n<h2 aria-level=\"2\"><span data-contrast=\"none\">Enhancing the Sales and Service Landscape<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335559738&quot;:160,&quot;335559739&quot;:120,&quot;335559740&quot;:256}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">British Airways International serves a variety of consumers, from everyday travel fans to Business professionals. As part of its growth plan, the company believes in the importance of delivering personalized, engaging experiences to each market segment. With Salesforce, the company was able to create a centralized sales planning and operation environment, where users could more effectively leverage customer data for improved interactions.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:256}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The Salesforce ecosystem and the Sales Cloud has enabled British Airways to reduce some of the repetitive and time-consuming tasks distracting their workforce. The \u201cdigital platform\u201d, as it is referred to by the company, ensures employees can plan, collaborate, and execute deals in the same, informative environment.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:256}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Additionally, Salesforce Community Cloud has given the organization an opportunity to streamline interactions with clients, through self-service options. According to the brand, the Community cloud has reduced the time for publishing new far options from two weeks to 72 hours. It has also empowered travel management companies to manage their own offers more effectively.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:256}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The Salesforce ecosystem is even helping the company to make the most out of the customer data it captures. Revenue streams, pending deals, and call volumes can all be tracked in the same environment, offering comprehensive visibility into risks and opportunities across the landscape.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:256}\">\u00a0<\/span><\/p>\n<h2 aria-level=\"2\"><span data-contrast=\"none\">Creating a More Efficient Workforce<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335559738&quot;:160,&quot;335559739&quot;:120,&quot;335559740&quot;:256}\">\u00a0<\/span><\/h2>\n<p><span data-contrast=\"auto\">The B2B focused arm of the British Airways brand has discovered a multitude of ways to implement the technology offered by Salesforce into its daily workflows. The end-to-end platform has provided the company with a level of visibility and agility they couldn\u2019t achieve before. According to the brand, with Salesforce, the team can now check in an instant whether an individual\u2019s ADPs align with business strategies, and pinpoint opportunities for growth.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:256}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Salesforce has also helped to boost collaboration among the British Airways team, through the use of Chatter groups. These groups are bringing colleagues together from around the world, to ensure they can centrally manage accounts in one environment, regardless of where they are.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:256}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Plus, British Airways has also integrated Salesforce with its deal modelling platform and data warehouse, as well as various AppExchange tools for contract management and authorization. Overall, the collection of products available rom Salesforce has helped British Airways to maximize productivity and efficiency, while building better experiences for customers.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:256}\">\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Becoming a market leader in the customer experience landscape requires businesses to consistently look for new ways to engage and delight their audience. As customer expectations continue to evolve, brands are under increasing pressure to stay on the cutting edge.\u00a0\u00a0 British Airways, a leading travel company from the UK, carries more than 40 million customers [&hellip;]<\/p>\n","protected":false},"author":11,"featured_media":48953,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[61092],"class_list":["post-48952","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-engagement-platforms","tag-transportation","tag-travel-and-hospitality","brands_to_track-salesforce","editorial_type-feature","intent-evaluation"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Travel CX Case Study: Salesforce and British Airways - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers Customer Engagement Platforms news including Transportation, Travel and Hospitality and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/customer-engagement-platforms\/travel-cx-case-study-salesforce-and-british-airways\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Travel CX Case Study: Salesforce and British Airways\" \/>\n<meta property=\"og:description\" content=\"CX Today covers Customer Engagement Platforms news including Transportation, Travel and Hospitality and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/customer-engagement-platforms\/travel-cx-case-study-salesforce-and-british-airways\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2023-05-16T11:16:48+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2023\/05\/Travel-CX-Case-Study-Salesforce-and-British-Airways-CX-Today-News.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"850\" \/>\n\t<meta property=\"og:image:height\" content=\"425\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Rebekah Carter\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Rebekah Carter\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/customer-engagement-platforms\/travel-cx-case-study-salesforce-and-british-airways\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/customer-engagement-platforms\/travel-cx-case-study-salesforce-and-british-airways\/\"},\"author\":{\"name\":\"Rebekah Carter\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/43966e3c4881aa828274c834d271cba5\"},\"headline\":\"Travel CX Case Study: Salesforce and British Airways\",\"datePublished\":\"2023-05-16T11:16:48+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/customer-engagement-platforms\/travel-cx-case-study-salesforce-and-british-airways\/\"},\"wordCount\":496,\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/customer-engagement-platforms\/travel-cx-case-study-salesforce-and-british-airways\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2023\/05\/Travel-CX-Case-Study-Salesforce-and-British-Airways-CX-Today-News.jpg\",\"keywords\":[\"Transportation\",\"Travel and Hospitality\"],\"articleSection\":[\"Customer Engagement Platforms\"],\"inLanguage\":\"en-GB\",\"copyrightYear\":\"2023\",\"copyrightHolder\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.cxtoday.com\/customer-engagement-platforms\/travel-cx-case-study-salesforce-and-british-airways\/\",\"url\":\"https:\/\/www.cxtoday.com\/customer-engagement-platforms\/travel-cx-case-study-salesforce-and-british-airways\/\",\"name\":\"Travel CX Case Study: Salesforce and British Airways - 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