Case Study: SpiceJet maintains high NPS and doubles support capacity during COVID-19 with Salesforce

SpiceJet keeps customer service flying high during Covid-19 times

SpiceJet, India’s largest cargo airline and a major low-cost carrier, faced fragmented customer data and mounting service pressure as it scaled and then weathered the COVID-19 crisis. The airline needed a unified, omnichannel customer view and quicker, contactless support while call volumes doubled and teams shifted to remote work.

Using Salesforce (Service Cloud, Sales Cloud, Digital Engagement, Experience Cloud), SpiceJet unified tickets across channels, launched chatbots and Live Agent chat (including WhatsApp check‑in), and built apps for baggage management and B2B sales. Results included first-call resolution rising from 18% to 31%, the chatbot handling 65% of queries, a 61% drop in email cases, chat response time improving from 37.2s to 25.5s, maintained NPS of 7.5 during COVID, 99% web check‑in, and onboarding of new travel agents cut from eight days to eight hours.

SpiceJet

Ashish Vikram

Chief Technology and Innovation Officer