A Glasgow-based simulation specialist aids Air Canada in modernising call centre systems.
- Simul8’s advanced software addresses inefficiencies in Air Canada’s telephony systems.
- Air Canada’s contact centre faced service issues with 25,000 calls daily.
- The digital twin simulation facilitated a seamless transition to modern systems.
- Significant improvements have resulted in zero customer complaints post-upgrade.
Air Canada has embarked on an international collaboration with Simul8, a prominent Glasgow-based simulation software firm, to revamp its call centre operations. The airline, facing inefficiencies in handling approximately 25,000 calls daily, partnered with Simul8 to leverage its advanced simulation technology to streamline customer service and optimise operational efficiency.
Simul8’s intervention involved deploying sophisticated simulation software to enhance Air Canada’s customer care infrastructure. The focus was on minimising call wait times, refining call routing and prioritisation, and optimising the telephony platform to adeptly manage call volume surges during peak periods. This initiative was crucial as Air Canada’s contact centre operations, having grown over time, began to exhibit strain due to a patchwork of disparate telephony systems sourced from multiple vendors, negatively impacting service delivery.
Kieran Hurley, the programme manager for Air Canada’s contact centre IT, praised Simul8’s comprehensive approach, stating, “Simul8 came in and went well above all of our expectations. They helped us to build the tool and then run simulations.” This partnership allowed Air Canada to develop a digital twin of its call routing architecture, enabling the testing and optimisation of its system in a controlled digital environment, mirroring real-world demands and scenarios such as weather-induced call surges.
The use of a centralised telephony platform allows customers to contact Air Canada through a single access number, where their queries are prioritised and addressed accordingly. This represents a major shift from the airline’s previously fragmented systems, enhancing both efficiency and customer satisfaction. Following the implementation of these updated systems, Air Canada has notably reported the absence of customer complaints, underscoring the success of these efforts.
Tom Stephenson, Simul8’s Director of Services and Strategic Partnerships, acknowledged the urgency and significance of this project. He commended their consulting team’s adeptness in quickly tailoring solutions to Air Canada’s specific needs, thereby ensuring minimal disruption during the migration process. “This challenge required a rapid response to ensure that there would be no further impact on customers while the migration took place,” Stephenson explained.
The collaboration between Simul8 and Air Canada has resulted in a seamless transformation of the airline’s call centre operations, significantly elevating service efficiency and customer satisfaction.
