An innovative collaboration has led to significant improvements in Air Canada’s customer service operations.
- Glasgow-based Simul8 partnered with Air Canada to overhaul the airline’s outdated call centre systems.
- The project involved using advanced simulation technology to reduce call wait times and optimise routing.
- A digital twin model of the call centre system was created to forecast and manage customer call volumes.
- The successful implementation resulted in zero customer complaints post-rollout.
In a transformative partnership, Simul8, a Glasgow-based simulation software expert, joined forces with Air Canada to enhance the airline’s call centre efficiency. The collaboration aimed to address the challenges posed by Air Canada’s outdated telephony systems, which had been sourced from multiple providers, complicating operations and service delivery. With approximately 25,000 calls daily, long wait times were a frequent issue, prompting Air Canada to seek a solution from Simul8.
To tackle these challenges, Simul8 introduced its advanced simulation software. A key component of the project was the development of a custom-made digital twin. This virtual model of Air Canada’s call routing system allowed the airline to simulate and test various scenarios safely, ensuring that the systems could handle fluctuations in demand, such as those caused by severe weather or flight cancellations. This proactive approach enabled Air Canada to optimise its telephony platform effectively, thus improving overall customer service.
The centralisation of the telephony platform marked a pivotal change. Customers now benefit from a streamlined process, entering the system via a single number where calls are prioritised and directed efficiently. This was a significant leap from the airline’s previous fragmented systems, dramatically reducing unanswered calls and wait times.
Kieran Hurley, programme manager at Air Canada, expressed satisfaction with the collaboration, stating, ‘Simul8 exceeded our expectations, building and running simulations that accurately reflected our needs without commitment to a full migration first.’
The outcome was not only a smooth transition to the updated system but also an enhanced service quality, as evidenced by the absence of customer complaints and internal dissatisfaction post-implementation. Tom Stephenson, a director at Simul8, highlighted the necessity of a rapid response to avoid further customer disruption during the system upgrade.
The collaboration between Simul8 and Air Canada has set a new standard in call centre operations, demonstrating the power of simulation technology.