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HOW NORSE LAUNCHED AN OMNICHANNEL CUSTOMER SERVICE SOLUTION IN MINUTES USING
SPRINKLR MODERN CARE LITE



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CHALLENGE

Norse Atlantic Airways is a new airline that offers affordable fares on
long-haul flights, primarily between Europe and the United States. As a low-cost
carrier in the hyper-competitive travel and hospitality industry, efficiency is
the name of the game for Norse: it’s focused on keeping costs down while
delivering an exceptional customer experience and enabling more people to
travel.

“As a startup, we need to deliver in all areas of the business within tight
timelines and with
limited resources,” explains Chief Commercial Officer Andrew Hodges.

Ahead of the airline’s May 2022 launch, Hodges was looking for a cost-efficient,
scalable customer support solution that:

 * Enables true omnichannel customer support, allowing customers to engage with
   support services before, during, and after their flights on channels like
   social, email, and voice

 * Provides fast time-to-value by being quick to set up and intuitive to use

 * Integrates seamlessly with Norse’s digital marketing solution




SOLUTION

Norse implemented Sprinklr Modern Care Lite, an enterprise-grade, yet
lightweight, customer support solution that takes 10 minutes to set up and is so
intuitive to use that it requires virtually zero training or onboarding for
agents. It allows the customer support team to respond quickly to customer
queries from a common, unified inbox — regardless of the channel through which
the customer has contacted Norse. 

“What attracted us to the Care Lite solution is that we would have one single
tool that would allow us to receive messages from, and engage with, customers,”
says Hodges. “That on whichever contact channel is right for our customers, we
would be able to take those messages and respond to them quickly and, really
importantly, efficiently.”

Hodge’s goal is that most customer inquiries are handled in self-service — using
the built-in knowledge base — and through digital messaging, reserving voice for
more complex cases. Agents also have access to knowledge base and are supported
by canned responses, which provide them with one-click, templated responses to
common questions, saving them time by eliminating the need to compose replies
from scratch. 

Norse is using Sprinklr Modern Care Lite in conjunction with Sprinklr’s Social
Listening and  Social Publishing & Engagement solutions. This enables customer
support, marketing, and communications teams to easily collaborate and share
insights, helping to create an end-to-end, unified customer experience for Norse
flyers.

“We always say that Norse is a people company — we take care of our customers,”
says Hodges. “It was incredibly important to us to choose a technology partner
that could help us deliver quality customer care and make it easy for us to
manage social media customer service and marketing on one, unified platform.”

With proactive listening capabilities, Hodges says, he and his colleagues have a
holistic view not only of what customers are saying to Norse, but of what
customers are saying about Norse. This enables him and his colleagues to build a
customer services strategy on the back of real-time insights extracted from
social channels where customers are talking about the brand.

A testament to how easy the tool is to use is that even I was able to have the
tool, access it through the web, and pretty much just start using it, as though
I was a pro user. It was very easy and very intuitive to use. Think of it almost
like an email inbox.”



Andrew Hodges
Chief Commercial Officer
Norse Atlantic Airways


OUTCOME

With Modern Care Lite powering its customer care operations, Norse was able to
create a streamlined process and support workflow by:

 * Deploying an advanced customer support solution in under 10 minutes across
   all its primary customer contact channels.

 * Enabling agents to view tickets from all channels (social and email) on a
   unified console.

 * Empowering customers and agents with a reliable self-service channel via an
   SEO-friendly knowledge base in order to more quickly resolve queries.

 * Gaining comprehensive customer insights with unified data from three Sprinklr
   solutions - Modern Care Lite, Proactive Listening (from Modern Research), and
   Social Publishing & Engagement (from Social Engagement & Sales) 

Best of all, Hodges says, Modern Care Lite requires very little onboarding for
agents.

“A testament to how easy the tool is to use is that even I was able to have the
tool, access it through the web, and pretty much just start using it, as though
I was a pro user,” he said. “It was very easy and very intuitive to use. Think
of it almost like an email inbox.”

Norse is also looking to deploy Care Lite for live chat and voice in addition to
their existing channels in order to establish a well-rounded support strategy
that meets the expectations of the modern traveler.


CUSTOMER:

Norse

INDUSTRY:

Travel

LOCATION:

Norway

PRODUCTS FEATURED:

Modern Care
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