Case Study: daa improves customer service efficiency with 3CLogic and ServiceNow

daa improves first-call resolution and speeds support with 3CLogic

The daa, which operates Dublin and Cork airports, faced challenges from siloed systems, including disconnected platforms that slowed call handling, inflexible IVR menus, and manual ticketing processes. To modernize its support infrastructure and unify its service operations, daa partnered with 3CLogic to integrate its AI contact center and SMS capabilities directly into the existing ServiceNow CSM platform.

3CLogic's solution embedded a unified contact center experience into ServiceNow, enabling real-time IVR management, automated ticket creation, and proactive SMS alerts. This integration provided daa with significant results, including faster resolution times, improved first-call resolution, higher customer satisfaction, and increased agent productivity through reduced manual tasks and centralized, real-time reporting.

daa