Case Study: Citilink achieves a 98.7% case answer rate and 67% more answered cases with Creatio

Citilink - Customer Case Study

Citilink, a Jakarta-based low-cost airline carrying 13 million passengers a year, faced a critical customer service challenge: it was receiving over a thousand emails daily but answering only about 32% of them. To streamline support and improve passenger experience, Citilink partnered with Creatio, deploying bpm’online marketing, bpm’online sales team and bpm’online customer center to unify customer-facing processes.

Creatio implemented a unified, multi-channel platform with comprehensive passenger histories, product-based support tools, audience segmentation for marketing, a mobile app for onboard sales and inventory, and integrations with flight, crew and booking systems. As a result, Citilink can handle 4,500 onboard sales a day, increased answered cases by 67%, lifted email marketing open rates by 16.73% and now averages a 98.7% case answer rate.

Citilink