“Digital tools are an enabler and an enhancement of our service portfolio, giving our customers a broad and varied choice of how they wish to interact with us, and our employees the tools for proactive rather than reactive engagement. Our digital developments are based on reducing process inefficiencies so that customers receive a faster turn-around. These adaptations enable our people to focus on value-added work, not on repetitive manual tasks that do not bring value,” said Faisal Karamat, vice president customer experience at Qatar Airways Cargo. The carrier is also working to equip its sales team with data analytics that offer tailored services to customers, as well as provide the operations team with flight-load and shipment information prior to flight arrival, enabling them to streamline the shipment movement.
Qatar Airways Cargo’s digital transformation strategy concentrates on replacing repetitive manual processes with digital solutions, refining existing systems, and developing intelligent interfaces to industry software. Qatar Airways Cargo is also exploring ways to reduce the service response time across various customer touch points. For example, how quickly a customer is able to open an account with Qatar Airways Cargo depends on whether they are IATA CASS-registered or non-IATA CASS.
“Our focus is on tapping into available technologies and combining them with various in-house tools,” Faisal Karamat explains. “We are offering a full omni-channel experience where customers can book via various platforms of their choice.”
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