Case Study: Windrose Airlines achieves 96% customer satisfaction and 25% cross-sales growth with Creatio

Creatio helps Windrose Airlines rise to higher heights in customer service

Windrose Airlines, a growing EMEA carrier serving destinations across Europe and beyond, faced disconnected communication channels, scattered customer data, and manual, inconsistent support processes that led to missed or lost requests and threatened the airline’s reputation. To address these challenges, Windrose partnered with Creatio and deployed Service Creatio along with the Creatio self-service portal to unify service workflows and improve omnichannel handling.

Creatio implemented advanced case management, a unified customer data repository, a self-service portal, Beesender Bot Master chatbots, Webitel telephony integration, a knowledge base, custom analytics and ML-driven gamification to streamline agent work and enable 24/7 automated responses. As a result, Windrose Airlines saw cross-sales increase by 25%, overdue cases drop to near zero, and customer satisfaction reach 96%, demonstrating significant operational and customer-experience improvements driven by Creatio.

Windrose Airlines