Case Study: Aer Lingus reduces guest service call time by nearly 35% with Astute ePowerCenter and Astute Knowledge

Aer Lingus - Customer Case Study

Aer Lingus, Ireland’s national airline serving 12 million guests annually, needed to replace an outgrown internal case management system to become more proactive in guest experience. They required a simple, flexible platform that would consolidate guest interactions and give agents a complete guest history; Aer Lingus selected Astute and implemented ePowerCenter™ together with Astute Knowledge™ to meet these needs.

Astute deployed its ePowerCenter™ SaaS CRM and Astute Knowledge™, giving Aer Lingus 24/7 access, a holistic view of guest journeys, and a centralized knowledgebase so agents always use consistent answers. As a result (thanks to Astute), call handling time fell nearly 35% (about two minutes per call), productivity and cost-efficiency improved, digital presence and cross‑region call handling expanded, and operational performance gains coincided with Aer Lingus being named Ireland’s most punctual airline in 2016.

Aer Lingus

Jack Foley

Vice President