Case Study: Malaysian Aviation Commission improves consumer complaints management with Lava Protocols and Salesforce Service Cloud

How Lava Protocols Helped MAVCOM's Online Presence Takeoff

The Malaysian Aviation Commission (MAVCOM), the regulator for Malaysia's civil aviation industry, needed a centralized platform to manage consumer complaints, as travelers previously had limited means to escalate grievances against airlines and airports. Vendor Lava Protocols was engaged to implement a Complaints Management System (CMS) to address this challenge.

Lava Protocols implemented a Salesforce Service Cloud solution for MAVCOM, which included WordPress website for consumer engagement. This allowed MAVCOM to effectively track, manage, and escalate complaints to the appropriate aviation providers. As a result, MAVCOM thrived in its role, successfully managing consumer complaints through its new webpage and upholding the standards of its newly introduced Malaysian Aviation Consumer Protection Code.

Malaysian Aviation Commission

Mohamed Sathik Ali

Consumer Affairs