The airline company Air Calédonie makes time fly with Qmatic
By using Qmatic Orchestra 7, the airline reduced wait time from 5 hours to 2 minutes and eliminated the issue of having people waiting in line.
Air Calédonie makes time fly with Qmatic
The airline that reduced wait times from 5 hours to 2 minutes
Airline company on a journey to improve customer experience
Air Calédonie and Qmatic have worked together since 2012, when the airline implemented and equipped Air-Calédonie’s agencies with Qmatic’s Queue Management Solo solution. The development and implementation of products and solutions has gradually been updated over the years to meet the needs of Air-Calédonie’s staff members and customers.
Air Calédonie is an airline company based in New Caledonia located in the southwest Pacific Ocean. The airline was created in 1952 by a group of aviation enthusiasts and is composed of more than 350 employees.
Air-Calédonie is the only airline to serve the entire domestic network of New Caledonia on a regular basis. Between March 2017 and April 2018, the airline transported more than 430 000 passengers, operated 10 775 flights and delivered more than 1700 tons of cargo.
As part of Air-Calédonie’s offering, permanent residents of the Loyalty Islands and Isle of Pines are entitled to apply for Air-Calédonie’s membership card - Continuité Pays Card. The Continuité Pays Card enables permanent residents to purchase 5 return flights and 8 boat return tickets at a preferential rate along with other beneficial offers. In order to keep the membership, residents must renew the card annually in January.
Due to production limitations, the airline can only issue a limited amount of 80 cards per day to its customers. This situation needed a specific solution that limited the number of tickets to correspond to the maximum number of cards available during each day.
In the beginning of January, hundreds of customers were standing outside the different branches, waiting for the agencies to open. As soon as the agency opened, 80 tickets were distributed, and the 80th person in line knew that he or she had more than 5 hours of waiting to look forward to.
Air-Calédonie wanted to improve this situation to raise the satisfaction of its customers and relied on Qmatic Orchestra 7 to offer its customers an appointment solution for the issuance of its Continuité Pays Card. In 2019, the company issued 24,000 cards appointments from its three main agencies. Customers that had waited for 5 hours in 2018 had only waited 2 minutes in 2019, which resulted in a 98% reduction in wait time compared to the previous year.
Integration with Qmatic Orchestra 7
What challenges Air Calédonie faced and how Orchestra 7 solved them
Integration with Qmatic Orchestra 7
The existing Qmatic Solo solution that were deployed on premise at the agencies were now upgraded and connected to Qmatic Orchestra 7.
The ergonomics of their new workstation allowed for a quick start and enabled the airline to set up “multi services” visits right away. In most cases, customers that had an appointment to issue a new Continuité Pays Card also wanted to purchase a flight ticket at the same time. The multi services option allowed an agent that deals with issuing cards to add an airline ticket sales procedure. This multi service option enhanced the customer journey by connecting customers with more services, enabling staff to streamline their workflows.
Today, customers can book appointments with Air-Calédonie either by phone or directly at the agency. The staff members manage the appointments through the Appointment Booking module from Qmatic Orchestra 7, which improves the efficiency and the customer experience by matching availability of competency. This enables Air-Calédonie to provide the best quality of service to their customers before the customers arrive to the agency. It also reduces the time spent waiting by the customer and hence has a positive impact on the overall customer’s service experience.
The solution also enables the agent to send a confirmation of the customer appointment via SMS through Qmatic Message Services. The system was configured to send 2 reminders via SMS. The first SMS is sent 24h before the appointment and the second 3 hours before the appointment starts. When the customers later arrive to an agency for an appointment, they can either check-in through Qmatic self-service kiosk with a code, or at the reception.
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Air Calédonie reduced wait time from 5 hours to 2 minutes
The upgrade to Qmatic enterprise solution Orchestra 7 undoubtedly made a tremendous impact for the customers and staff members of Air-Calédonie. In 2019, the airline issued over 24,000 card appointments from its three main agencies. Customers that had previously waited for 5 hours in 2018, only had to wait 2 minutes in 2019, which resulted in a 98% reduction in wait times. By transforming the customer experience, Air-Calédonie is now able to provide a fast and effortless customer journey that results in high levels of satisfaction from customers and staff members.
Our clients are now able to make appointments at their convenience and doesn’t have to wait any longer, and there are no more queues in front of the agencies at the beginning of the year.
Marion Gentelet – Commercial Director at Air-Calédonie
BI to generate comprehensive,
The management of Air-Calédonie now uses Qmatic Orchestra’s business intelligence (BI) module to generate comprehensive, up-to-date insights to find out how well their operations are working. For instance, the information gathered from BI have demonstrated an attendance rate of 71% for all booked appointments.
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What’s next for
What’s next for
While Air Calédonie already use Qmatic SOLO and Qmatic Orchestra 7, they are now looking to potentially integrated Qmatic Online Appointment Booking to their website allow customers to schedule appointments online and smoothly move from check-in to service.
Are you ready to improve your customer experience?
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