Now, Smooth landing for queries at thai airways

With the new system in place, customer queries and complaints will be handled at a single point of contact.

Sopit Pokasoowan, acting vice president of THAI's Information Technology Services Department, said the department needed to tweak its internal work process, in order to help the airline increase its competitive advantage when it came to customer service.

The IT service-management solution will help make operation of the airline's IT arm more efficient, he said.

The system will allow the department to work out a process to handle IT problems in such a way that customers do not have to wait for answers to their queries and resolution of IT-related problems, he said.

BMC Software's solution will enable the department, which handles a large number of customer queries everyday, to streamline its workflow.

The department handles about 300 calls a day.

In the past, limited human resources put heavy pressure on the department, and many times staff were not able to attend to all of the calls.

"With the new system in place, we can adjust the internal working process and make the IT service provision more systematic. We would say we could reduce at least 20 per cent of the workload on our staff while providing better IT services to customers," Sopit said.

The solution consists of a bulk of applications for service-desk management, asset management, change management, service-level management and configuration management.

Department director Prawech Kallar said the system would also give staff time to analyse each customer query, anticipate possible problems and fix them.

"We hope we will be able to fix 70 per cent of the problems in the first stage and 80 per cent in the near future," Prawech said.

      At a glance

n With the IT service-management solution in place, customer queries and complaints will be handled at a single point of contact.

n The solution will cut the waiting time for customers calling in with IT problems.

n The airline's IT Services Department handles 300 calls a day.

n The department could not attend to all calls in the past, due to limited staff numbers.