TAP has a new Customer Relationship Management (CRM) system called ZOOM, which allows us to better understand the Customer that contacts the Company. Already implemented in the Information and Reservation Contact Center and the TAP Miles & Go Contact Center, the new program will also be extended to “Fale Connosco” (“Talk With Us”) in the first semester, including the handling of complaints.
The objective of ZOOM is to centralize the information of the TAP Client - personal data, interlocutors, reservations, balance of miles, last movements, irregularities and history of contacts with the Company - to standardize communication between the different departments of the Company, and response time, and thus increase customer satisfaction.
"It's a big leap in TAP's relationship with its Customers"
With this solution, TAP recognizes the Customer in all contacts and has more information about each one. This information is organized in a more agile and practical way, being possible to follow all the stages of a process, from the request until resolution.
According to Eduardo Matos, Director of Customer Relations, "this is a major leap in TAP's relationship with its Customers, whether or not they are members of TAP Miles & Go, and places TAP in the first league of airlines with respect to CRM systems."
ZOOM started in mid-2018, with a pilot project, in which 100 thousand cases of real Customers were processed, which made it possible to optimize the tool and adapt it to the needs of the users (TAP Employees). Today, it’s transversal to the operations carried out at TAP, Altice or ICS - International Customer Support - and allows the same response to the Client, regardless of the Assistant.
ZOOM is one of the great results of TAP's investment in Information Systems, putting the Company at the forefront of customer contact and bringing even more quality to our Customers' attention.
Learn more about this project - why it is important to our Company, as well as it works - through the videos produced for this purpose: “TAP ZOOM”; “Tutorial ZOOM - Interactions with TAP Clients”; “Did you know that with ZOOM we will be able to know our customers better?”
The campaign in teaser format, initially released in 2018, had as protagonists some Employees of the Contact Center area: