Amadeus says it can give airlines get a better picture of their customers by way of a partnership with Salesforce.
The Spain-based tech provider has released an application on Salesforce AppExchange, helping passengers who have been disrupted.
Sebastian Cavanagh, head of airlines business strategy for Amadeus, says during the launch of the tool at event in Istanbul, Turkey, this week, this is "just the beginning" and that the company is identifying further use cases which could include reservations.
The "service optimizer" app integrates Amadeus and Salesforce platforms so that customer data can be shared and allow airlines to access a more complete view of the passenger and their interactions, as well as personalize the service.
Cavanagh describes the app as an evolution of Amadeus’ existing Customer Experience Management platform which it unveiled four years ago.
He adds that many of the company’s key airline clients are already using Salesforce, so it makes sense to integrate the platforms.
Taimur Khan, general manager and vice president of travel, transportation and hospitality at Salesforce, says the app brings efficiencies to airlines because it combines the insight in one place so agents don’t have to be trained on numerous systems and can be more productive.
While one-to-one personalization is difficult for airlines because most passengers are non frequent flyers, the app will help carriers identify and prioritise high-value customers in times of disruption.
Khan says airlines often can’t accommodate everyone during a disruption so the app helps them make an informed decision.
* This reporter's attendance at the event was supported by Amadeus.