Case Study: Changi Airport achieves first-class customer experience and operational efficiency with Salesforce

Salesforce.com Tools Up Singapore Changi Airport for First Class Customer Experiences

Changi Airport Group (CAG), operator of award‑winning Singapore Changi Airport, faced a service challenge: passengers experience the airport as a single entity, but daily operations span hundreds of independent retailers, F&B outlets and partner agencies, making consistent, coordinated service difficult and increasing reputational risk when things go wrong. CAG needed a way to centralize customer feedback and make the whole airport community respond as one.

CAG deployed its OneChangi initiative on a Salesforce CRM platform to integrate channels and backend data, consolidate feedback from websites, email, contact centre and terminal kiosks, and give tenants shared case tracking, real‑time dashboards, mobile access and collaboration via Chatter. The result was faster, more transparent case resolution, more consistent customer experiences across partners, and measurable improvements in operating costs, productivity and service innovation.

Changi Airport

Tan Lye Teck

Executive Vice President